Guest Service Agent - DoubleTree by Hilton Ocean Point Resort

Hotel•Sunny Isles Beach, FL

About The Position

DoubleTree by Hilton Ocean Point Resort, a Colwen Hotels property, is seeking a friendly, customer service-focused Guest Service Agent. The role is responsible for guest registration, reservations, and providing guests with information about the hotel and local area. The position works a combination of first and second shifts and may require performing varied duties in different departments during a shift.

Requirements

One year of related experience; hotel experience preferred.
Bilingual in English and Spanish.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Superior interpersonal and customer service skills, including the ability to deal with difficult guests.
Familiarity with the local area and ability to provide directions and maps to local attractions and destinations.
Proficiency with Microsoft Office Suite and common computer software programs.
Ability to learn computer software programs and operate a property management system.
Willingness to work a seven-day rotational schedule, including nights, weekends, and holidays.

Nice To Haves

Prior Hilton brand experience.
Hotel experience.

Responsibilities

Operate the front desk and assist guests with inquiries and other needs before arrival, during registration and their stay, at checkout, and after departure.
Provide exceptional guest service and manage front desk operations to ensure timely check-in and checkout.
Welcome guests warmly and professionally.
Confirm reservations and assign guest rooms during check-in.
Handle requests professionally, tactfully, courteously, and with urgency.
Investigate and resolve complaints regarding service or accommodations.
Maintain knowledge of hotel policies, including rates, discounts, special offers, and community events.
Stay informed about upcoming events, the local area, and hotel offerings.
Ensure prompt delivery of guest bills.
Process payments, including charges, cash, checks, debit cards, and credit cards.
Handle confidential guest information discreetly.
Coordinate with Housekeeping to track room readiness and communicate guest requests and concerns.
Keep the lobby and shared areas neat and orderly.
Follow Colwen and brand standards and maintain strict key controls.
Perform other related duties, including varied duties and functions in different departments as required during a shift.