FT Guest Service Agent - Hilton Orrington

Horseshoe Bay Resort•Evanston, IL

3d•Onsite

About The Position

As a Front Desk Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards. You will 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, 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. 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.

Requirements

Prior experience as a Front Desk Agent in a hotel or in a high-volume industry dealing with customers.
Excellent computer skills.
Team spirit.

Nice To Haves

Passionate about providing guests with excellent customer service.
Thrive to always ensure guest satisfaction and enhance their experience to make it a memorable one.
Looking for some flexibility in a job, so working a variety of different shifts, including days, evenings and weekends works for your personal life.

Responsibilities

Greet and register guests.
Check guests out of the hotel.
Input and retrieve information from the computer.
Confirm guest information and room rate.
Select rooms and code electronic keys.
Assist guests with check-out, ensuring rooms and services are correctly accounted.
Use the point-of-sale system.
Handle money, process credit and debit cards, accept and record various forms of payment.
Convert foreign currency, make change, and process gift certificates and cards.
Demonstrate a thorough knowledge of hotel information (room categories, rates, packages, promotions, local area, etc.).
Answer guest questions and inquiries.
Use up-selling techniques to promote hotel services and facilities.
Maximize room occupancy.
Respond to guest inquiries and requests.
Resolve issues in a timely, friendly, and efficient manner.
Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.