Guest Service Agent I - Hilton Norfolk The Main
About The Position
The Guest Service Agent I represents Hilton Norfolk The Main from guest arrival through departure. This role creates a seamless, efficient, courteous, and professional check-in and check-out experience while responding to guest inquiries and opportunities to maximize customer satisfaction. The agent manages mobile check-in services, verifies room inventory, handles registration and payment processes, and communicates with guests about customized needs. The position also supports service recovery, resolves billing concerns, maintains accurate records of guest requests, and provides information about the property, its amenities, outlets, and services. The agent performs all duties of Guest Service Agent II and other assigned duties.
Requirements
- High school diploma or equivalent required.
- 1–2 years of experience in a hotel or other customer relations position.
- Ability to communicate in English.
- Ability to handle cash and credit transactions.
- Ability to provide exceptional guest service and interact well with people face to face and over the phone.
- Ability to multitask.
- Type at least 35 words per minute.
- Pass a computer proficiency assessment.
Nice To Haves
- Knowledge of a second language is desirable.
- Data-entry experience preferred.
Responsibilities
- Manage mobile check-in services.
- Verify available inventory by room type.
- Understand and act on service recovery situations in accordance with brand and Gold Key|PHR policy.
- Communicate professionally with guests and assist with customized needs, including amenity setup, breakfast vouchers, transportation, late checkouts, and reservations.
- Resolve guest billing concerns and transfer a folio.
- Perform all duties of Guest Service Agent II.
- Handle guest registration, check-ins, and check-outs efficiently and in a friendly manner, following Gold Key|PHR standards and hotel credit and cash-handling policies.
- Follow PCI compliance procedures when communicating with guests during registration.
- Verify identification, confirmation number, and credit card for accuracy of guest name, payment type, rate, and market segment.
- Make and inventory guest room keys according to policy and request re-keying as needed.
- Answer basic questions about room types, property amenities, outlet themes, menus, hours, and other common topics.
- Model gracious, welcoming, and professional behavior toward hotel staff and guests.
- Present opportunities to upgrade room nights.
- Promote guest satisfaction through effective communication, accurate handling of requests, prompt answers to inquiries about hotel services, timely work orders, and prompt response calls.
- Navigate the property management system and reservation platforms, including Expedia and Booking.com, efficiently.
- Update pass-down and communication logs to ensure requests are completed and satisfied.
- Complete other assigned duties.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
