Guest Service Agent - Hilton Vancouver Washington

Hilton

4d•$19•Onsite

About The Position

Come join our team at the Hilton Vancouver Washington as our newest Guest Service Agent. Centrally located in the heart of Vancouver, Washington with easy access to Portland International Airport, Hilton Vancouver Washington features 226 rooms. The property is within walking distance to the gorgeous waterfront as well as to local bustling attractions such as the Vancouver Farmers Market (directly across the street), making us an excellent base for both leisure and business travel. As a Guest Services 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: 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 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

Requirements

Open availability to work various shifts including nights, weekends, and holidays
At least one (1) year of Customer Service experience.
A passion for creating memorable guest experiences!

Nice To Haves

Previous Hospitality experience is a PLUS!

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
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

Benefits

Medical Insurance Coverage – for you and your family
Vision, dental, life and disability insurance
Mental Health Resources
Best-in-Class Paid Time Off (PTO) – you can accrue up to 144 hours of PTO in your first year of employment
Supportive maternity/parental leave program that runs concurrently with Washington State’s Paid Family and Medical Leave program. Our team members receive benefits up to Washington State’s maximum threshold per week. Hilton will then “top this up” to the weekly ABBR (Annual Benefit Base Rate).
Go Hilton travel discount program: 110 nights of discounted travel per calendar year
Matching 401(k)
Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
Access to your pay when you need it through Dailypay
Front Office Upselling Incentive Program – Commission based program paid out monthly and is based on upsell generated revenue. Revenue is calculated as time of guest check-out. Upsell revenue includes; room type upgrades, early check-in fee, late check out fees and late cancellation fees.
Hilton Honors Incentive Program – receive $1.00 per Hilton Honors enrollment
Sell-Out Incentive Program – a sellout is constituted as the hotel occupying 222 of 226 guest rooms. Team Members are paid an equal percentage of the previous night’s NET ADR split between the number of Team Members working the date of the sellout.