Guest Service Agent - DoubleTree by Hilton San Francisco Airport (Burlingame)

Hilton•Burlingame, CA

1d•Onsite

About The Position

A Guest Services Agent / Stay Experience Agent is responsible for all aspects of front office to ensure guest satisfaction (greeting and registering guests, answer phones / guest inquiries, and checking guests out of the hotel) in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Looking for candidates with full available to include nights and overnight shifts.

Requirements

Full availability to include nights and overnight shifts.
Hospitality - passionate about delivering exceptional guest experiences.
Integrity - do the right thing, all the time.
Leadership - leaders in our industry and in our communities.
Teamwork - team players in everything we do.
Ownership - owners of our actions and decisions.
Now - operate with a sense of urgency and discipline.
Quality
Productivity
Dependability
Customer Focus
Adaptability

Responsibilities

Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
Answer phone and respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
Receive, input, retrieve and relay messages to guests
Assist guests with luggage; tag luggage and take to/from room.
Assign rooms and create reservations.
Receive, log and distribute packages for guest and hotel.
May drive guests using hotel shuttle to local areas (shopping) as needed.
Any additional tasks as needed to provide excellent guest service and creating memorable experiences.