Guest Service Agent (Overnight) - Hilton Norfolk The Main

Overview

Proudly representing the hotel or resort from arrival to departure in this key position to create the check-in and check-out guest experience and respond to inquiries and opportunities in a seamless, efficient, courteous, and professional manner to achieve maximum customer satisfaction.

Responsibilities

• Manage mobile Check-in services
• Verify available inventory by room type
• Understand and act on service recovery situations based on brand and Gold Key|PHR policy
• Maintain professional communication with guests through your knowledge and ability to assist with customized needs including but not limited to amenity setup, breakfast vouchers, transportation to airport or other destinations, late checkouts, or reservations
• Resolve a guest concern on billing, transfer a Folio
• Perform all duties of Guest Service Agent II
• Handle guest registration process in an efficient and friendly manner to include check-ins/check-outs in accordance with Gold Key|PHR standards/hotel credit/cash handling policies. Follow PCI compliance procedures when communicating with guests during registration.
• Verify ID and confirmation number and credit card to ensure accuracy of name, type of payment, rate, market segment.
• Make and Inventory guest room keys according to policy and request re-keying as necessary.
• Be knowledgeable of the property or complex to answer basic guest questions to include room types, property amenities, outlet themes, menus and hours and answers to commonly asked questions.
• Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.
• Present opportunities to upgrade room nights.
• Ensure Guest Satisfaction through best communication practices by taking accurate guest requests, answering all inquiries in connection with hotel services, placing timely work orders and prompt response calls.
• Navigate the property management system and reservation platforms quicky and efficiently (to include Expedia, Booking.com)
• Update pass down and communication logs to verify requests received are completed and satisfied.
• Successfully complete other assigned duties.

Qualifications

TypeQualificationExperienceHigh School Diploma or equivilent required.Experience1-2 years experience in a hotel or other customer relations position.SkillAbility to communicate in English. Second language desirable.SkillAbility to handle cash and credit transactions.SkillAbility to provide exceptional guest service. Interacts well with people face to face as well as over the phone.SkillAbility to multi taskSkillType a minimum of 35 WPM. Data entry experience preferred. Passes computer proficiency.