Guest Service Agent

Guest Service Agent

Provide exceptional guest service to hotel guests in a professional and genuinely friendly manner.

Key Responsibilities

• Assist guests with check-in/check-out or general inquiries using Hilton's PEP system.
• Operate the telephone system for internal/external calls.
• Complete reports regarding reservations, cancellations, occupancy, and payments.
• Verify payments including cash and credit card authorizations.
• Coordinate with housekeeping on room status and resolve discrepancies.
• Handle guest complaints using the Guest Service Recovery method.
• Complete end-of-shift reports and deposits per cash-handling procedures.
• Report safety/security concerns.
• Maintain an organized and clean work area.
• Perform other duties as needed or directed.

Qualifications

• Ability to deliver exceptional guest service consistently.
• Strong verbal communication and active listening skills.
• Ability to use various computer applications.
• Availability on weekends/holidays, possible overtime, alternating shifts.
• Previous guest service experience preferred but not required.

Benefits

• Medical
• Dental
• Vision
• Company Paid Life & Disability
• Voluntary Life Products
• PTO/Sick/Floating Holiday

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. We are committed to creating an inclusive environment for all employees.