Guest Service Agent

Hilton Garden Inn Omaha Downtown•Omaha, NE

1d•Onsite

About The Position

The Guest Service Agent is responsible for greeting, registering, and servicing guests in a friendly and courteous manner, adhering to hotel/brand and sustainability standards. This role is crucial for ensuring overall guest satisfaction and involves various front desk operations, including handling reservations, payments, guest requests, and complaints. The position also requires awareness of guest satisfaction scores and adherence to safety standards.

Requirements

Previous customer service experience or equivalent training required.

Nice To Haves

High School diploma or equivalent preferred.
Knowledge of PMS systems preferred.

Responsibilities

Immediately greet guests and offer to assist with their needs.
Register and assign guests to hotel rooms.
Establish methods of payment and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and make change for guests.
Transmit and receive messages, using telephones or the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, elevating to supervisor if necessary.
Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
Perform bookkeeping activities, such as balancing accounts and conducting audits.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.