Guest Service Agent - Hilton - Harrisburg, PA

Guest Service Agent

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Agent for the Hilton Harrisburg in Harrisburg, PA.

Position Summary:

Greet and register guests, provide prompt and courteous service. Check guests out of the hotel. Resolve guest challenges throughout their stay in our hotel. Upgrade guests, as required. Promote hotel services, amenities and upsells products to the guests.

Essential Job Duties and Responsibilities:

The position requires performing the following essential job functions, with or without reasonable accommodation.

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Promotes and administers Hilton marketing programs such as Hilton Honors, for arriving guests. Provides welcome packet containing room keys and any promotional items to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately.
• Promptly answers telephone and text 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 and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
• Due to the nature of the hospitality industry, employees are required to work varying schedules, including overnight shifts, to reflect the business needs of the hotel.

Other duties

• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Provides safety deposit boxes for guest.
• Operate various office machines.
• Assist with other duties as directed including, but not limited to, water service, luggage storage, and valet traffic flow.

Required knowledge / skills / abilities:

• 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.

Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error.

Education / Experience:

• High school diploma or equivalent preferred.
• 1 - 2 years of prior guest service experience are preferred. Prior hospitality experience also preferred.

Physical requirements

The individual holding this position must be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

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 rare walking occasional climbing stairs rare crouching/bending/stooping frequent reaching frequent grasping constant pushing/pulling occasional near vision constant far vision constant hearing constant talking constant smell rare taste never lifting/carrying(# lbs) frequent up to 50 lbs. Travel rare

Materials / Equipment Used:

• Standard office equipment including computer, telephone, copy machine, facsimile machine, handheld touch screen device, and scanner. Bell carts.

Pay: $15.00/hour

Amazing benefits at a glance:

• Team driven and values based culture
• Medical/dental/vision
• Vacation & holiday pay
• Same-day pay available
• Employee assistance program
• Career growth opportunities/manager training program
• Reduced room rates throughout the portfolio
• Third party perks (movie tickets, attractions, other)
• 401(k) with company match
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program