Guest Service Agent

Location:
Hilton McLean Tysons Corner
7920 Jones Branch Drive
McLean, VA 22102

Apply online:
Please apply directly to the link below.

Job id# HOT0CETL

Position Title: Guest Services Agent.
FLSA Designation: Non-Exempt.
Department: Front Office.
Reports to: Director/Manager, Front Office/General Manager.

Principle Responsibilities/Position Purpose: 

• Greets and registers guests, providing prompt and courteous service. 
• Checks guests out of the hotel. 
• Resolves guests' challenges throughout their stay in our hotel. 
• Upgrades guests, as required. 
• Promotes hotel services, and amenities and upsells products to the guests. 

EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS:
Average Percent of Time:

• 30 % Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including several guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows the location of the room and arranges for a team member to accompany the guest to the room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest. 
• 20 % Ensure rooms and services are correctly accounted for within the guest statement. Properly accounts for services provided by the hotel. Assists guests with check-out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates. 
• 15 % Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc. 
• 10 % Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions. 
• 10 % Promptly answers telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages, facsimiles, or other special items for customers as requested. 
• 10 % Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergencies and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. 

SUPPORTIVE FUNCTIONS:
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. 

• Attempts to communicate with the guest in the guest's native language, if applicable. 
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues. 
• Summons Bell services team members to escort guests to/from their rooms as appropriate. 
• Provides safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the guest. 
• Operate various office machines. 

PHYSICAL REQUIREMENTS:
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours. 

• Physical Activity Frequency. 
• Sitting Occasional. 
• Walking, standing Constant. 
• Climbing stairs Occasional. 
• Crouching/Bending/Stooping Occasional. 
• Pushing/Pulling Occasional. 
• Stooping Frequent. 
• Lifting and carrying Occasional - up to 20 pounds. 
• Reaching Constant. 
• Grasping Constant. 
• Talking Constant. 
• Hearing Constant. 
• Near Vision Constant. 
• Far Vision Constant. 
• Smell Rare. 
• Travel Rare. 

OTHER DUTIES:
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting, and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS:
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS:
Positions directly reporting to this position (titles): None

SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY:  
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. 

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. 
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts. 
• Ability to read, listen and communicate effectively in English, both verbally and in writing. 
• Ability to access and accurately input information using a moderately complex computer system. 

QUALIFICATION STANDARDS EDUCATION:
High School graduate or equivalent required 4-year college degree preferred with emphasis on foreign languages.

EXPERIENCE:
1 - 2 years of prior guest service experience are preferred. Prior hospitality experience is also preferred.

LICENSES OR CERTIFICATES CPR:
Certification and/or First Aid Training preferred.

GROOMING/UNIFORMS:
All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER:
Additional language ability preferred.

NOTICE:  
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. 

I HAVE READ AND UNDERSTAND THE POSITION DESCRIPTION INFORMATION AND HEREBY STATE THAT I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB WITH OR WITHOUT REASONABLE ACCOMMODATION. PRINT NAME SIG