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Full Time: Guest Service Agent
Hilton Santa Clara

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Full Time: 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 18 days ago
Job Role
Room Service Server

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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