Guest Service Agent - Hilton Norfolk The Main

Job Title

Guest Services Representative

Job Description

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs.

Responsibilities

Level One

• Handle guest registration and room assignments, accommodating special requests whenever possible. Ability to stand for extended periods of time
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Alter room reservations according to procedures
• Relocate customers in a professional and courteous manner according to procedures
• Inventory guest room keys according to policy and request re-keying as necessary
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment
• Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
• Obtains guest name via luggage tags, or by asking the guest.
• Addresses the guest by name frequently.
• Requires physical stamina to stand & walk continuously for duration of shift.
• Arrange transportation for guests to airport or other destinations when requested.
• Remain calm & attentive, especially during heavy hotel activity & emergencies.
• Point out room features & directory for reference.
• Listen & respond to guest inquiries using a positive, clear speaking voice.
• Offer to make reservations for them at restaurants in the area.
• Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.
• Successfully complete all other assigned duties.
• During peak and slow times, if the bellman is away from their post, individual will assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from storage closet.

Level Two

• Serve as "SALT champion" by ensuring daily monitoring of and responding to SALT scores and related action items. Keeps team informed of SALT scores, action items, and other key metrics thereby driving proactive guest service approach.
• Assists FOM with daily new hire and developmental training efforts. Utilizes exceptional communication skills to ensure coworkers are delivering 9 and 10 guest experiences.

Qualifications

High School Education or equivalent experience

1-2 years experience in a Hotel or other customer relations position.

Type a minimum of 35wpm. IBM data entry experience desirable.

Ability to communicate in English. Second language desirable.

Ability to achieve positive guest relations and maximize guest satisfaction.

Ability to handle cash and credit transactions.

High School Diploma or equivilent required.

Minimum of 6 months experience as a front desk clerk or 1 years experience in a customer service setting.

Interacts well with people face to face as well as over the phone.

Ability to multi task.

Computer literate.