Guest Service Agent - Franchise
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Guest Service Agent - Franchise

Hilton

Pubblicata

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Guest Service Agent - Franchise

Cosa comprende il lavoro

Job Requirements
  • Perform any other duties as requested by managementEnsure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.
  • Always use proper two-way radio etiquette when communicating with other employees.
  • Attend meetings as required by management.

Secondary requirements:

 

  • Approach all encounters with guests and employees in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming (per brand standards).
  • Maintain regular attendance in compliance with the hotel’s scheduling will vary according to hotel business levels.
  • Always comply with standards and regulations to encourage safe and efficient hotel operations.
  • Always maintain a friendly and warm demeanor .
  • Greet and welcome all guests approaching the Front Desk in accordance with the hotel’s standards.
  • Maintain proper operation of the telephone switchboard and ensure that telephone etiquette is met.
  • Handle requests for information, mail, and messages in an efficient and courteous manner.
  • Answer guest inquires about hotel service, facilities, and hours of operation.
  • Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
  • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
  • Follow credit policies.
  • Be aware of all rates, packages, and special promotions; be familiar with all in house groups; be aware of closed out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow rate quoting scenario.
  • Be familiar with policies and house rules as well as hospitality terminology.
  • Have knowledge of and assist in emergency procedures as required.
  • Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and all other employees.
  • Maintain lobby and public space cleaning and sanitizing every hour, more often is public space/lobby is busy.
  • Sanitize all keys when they are turned in.
  • Sanitize work area every 20 minutes in high guest contact areas and every hour in back office spaces.
  • Wash or sanitize hands every 20-30 minutes while in high contact areas.
  • Follow hotel’s COVID-19 procedures.

Essential:



Work Experience
  • Excellent communication skills and demonstrated ability to build rapport and trust with our guests/employees. Must be able to convey information and ideas clearly.
  • Remain curious. Ask opened ended questions to find resolution to challenges. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems, as necessary.
  • Flexibility – able to push through obstacles. Must maintain composure and objectivity while under pressure.
  • Teamwork – able to balance independent work with the needs of the team to achieve individual, team and hotel goals.

Personal requirements:

  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high pressure situations.
  • Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.

Mental requirements:

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

Physical requirements:

  • College course work in related field helpful.
  • Experience in a hotel or a related field preferred.
  • 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 to effectively deal with internal and external customers.
  • High School diploma or equivalent required.

Education & Experience:



Benefits

Medical, Dental, Vision, 401K



Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Chiusa

Guest Service Agent - Franchise

Campbell, CA, Stati Uniti

A tempo completo, A tempo indeterminato

Data di inizio:

Ultima data di inizio:

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