Experienced Front Desk/Guest Service Agent

Job Description

Job Description

Does it make you happy to make others smile? Is your nature to be bright-hearted and helpful? Do you like creating a positive experience? If you want to be the one who makes a person's day become a Guest Service Agent! Guest Service Agents have the opportunity to be helpful and make people smile all day long!

We provide a friendly, professional and fun place to work. We inspire staff to achieve the highest service standards in hospitality. Hilton Garden Inn San Bernardino offers employee discountsand 401(k).

The Hilton Garden Inn Guest Service Agent is under the direction of the Front Office Manager and the General Manager. Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

The guest service agent works alongside drivers, sales/catering staff and all hotel associates to support and play an active role in achieving hotel budgets and guest satisfaction scores by creating strong, effective, personable and professional communications with prospective, current and returning hotel clients. The guest service agent is the main liaison between the guest and our property. They will become the main point of contact for all guests during their stay and strive to provide a pleasant experience for all guests. Communication and teamwork are essential functions of this position, as well as building trust and rapport with the guest, communicating effectively and timely distribution of information to the operating departments.

Below is a list of job duties associated, but not limited to, the Guest Service Agent position, and serves as a guideline for the position:

• Register guests and assign rooms, accommodating special requests whenever possible.
• Check guests out efficiently.
• Assist in pre-registration and blocking of reservations when necessary.
• Comply with unit cash handling and credit policies and procedures.
• Complete daily checklist tasks.
• Comply with room selling strategies, cancellation procedures and walk procedures.
• Have knowledge of hotel, hotel staff, and hotel services with hours of operations for all departments involved in surrounding areas. Have a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
• Offer the hotel guests the best possible service through courteous and proper phone answering procedures.
• Be an ambassador by promoting the hotel, city, gift shop, etc.
• Be able to give accurate directions and information regarding the immediate and metro area.
• Handle all emergencies according to established procedures.
• Ensure all customer complaints are recorded and handled appropriately and in a timely manner.
• Have knowledge of hotel rates, discounts, and how to handle each one accordingly.
• Have working knowledge of reservations and PMS procedures. Know cancellation procedures and walk procedures.
• Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
• Additional duties as assigned.

Job Type: Part-time - could turn into Full-Time

We are committed to providing our guests with a welcoming, comfortable, and professional hotel experience while creating a positive and supportive workplace for our team members.

Our success is built on teamwork, outstanding guest service, attention to detail, and taking pride in what we do. We believe our employees are an important part of the guest experience and encourage our team members to learn, grow, and take ownership of their roles.

Company Description

We are committed to providing our guests with a welcoming, comfortable, and professional hotel experience while creating a positive and supportive workplace for our team members.\n\nOur success is built on teamwork, outstanding guest service, attention to detail, and taking pride in what we do. We believe our employees are an important part of the guest experience and encourage our team members to learn, grow, and take ownership of their roles.