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Guest Service Agent
Hilton Santa Clara

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Guest Service Agent
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Hilton Santa Clara
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Job Summary

Job Type
Full-time
Job Last Posted
Job posted 9 days ago
Job Role
Customer Services
Employer's Industry
Food & Hospitality

Job Description

ESSENTIAL JOB DUTIES

Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.

Check departing guests out of the hotel as per hotel procedures.

Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.

Resolve guest problems and complaints.

Sell guest rooms, food & beverage outlets and seasonal hotel promotions.

Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.

Post charges to individual room or master account.

Complete tasks on daily checklist.

Communicate with other hotel departments to maintain a high level of guest satisfaction.

Adhere to guest safe deposit box procedures.

Adhere to policies regarding handling of employee’s cash bank.

Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.

Sell Hilton Honors Program to guests.

Process mail, messages, faxes and packages.

Assist PBX as needed.

Responsible for knowledge of groups and functions in the Hotel on a daily basis.

Notify management of any pertinent information related to shift activities.

Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.

Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.

Be a Team Player and encourage the teamwork attitude among staff.

Attends department and inter-departmental meetings.

Notify management of any pertinent information related to shift activities.

Be knowledgeable in all hotel emergency procedures.

Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.

Ensures total guest satisfaction.

Follow supervisor’s instructions and performs other duties as directed or assigned.

Skills

Preferred

Problem Solving

Teamwork

Multi-Tasking

Detail Oriented

Customer Service

Business Overview

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