Guest Service Agent

Hilton New Orleans Airport • Kenner, LA

8d • Onsite

About The Position

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attempts to communicate with guest in guest's native language, if applicable.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications.
such as location changes or credit issues.
Summons Bell services team members to escort guests to/from their rooms as appropriate.
Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
Operate various office machines.

Requirements

• Inputting and retrieving information from a computer system
• Positive and clear speaking voice
• Ability to listen to understand requests
• Ability to respond with appropriate action
• Ability to provide accurate information
• Ability to receive special requests from guests and respond appropriately or forward requests
• Ability to promptly answer the telephone and email inquiries
• Ability to input messages into the computer
• Ability to advise other team members of special guest needs
• Ability to retrieve messages and communicate the content to the guest
• Ability to retrieve mail, packages and facsimiles or other special items for customers as requested
• Ability to field guest complaints
• Ability to conduct thorough research to develop the most effective solutions and negotiate results
• Ability to listen and extend assistance in order to resolve problems
• Ability to remain calm and alert especially during emergency situations and heavy hotel activity
• Ability to plan and implement detailed steps by using experienced judgment and discretion
• Ability to attempt to communicate with guest in guest's native language, if applicable
• Ability to remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Ability to summon Bell services team members to escort guests to/from their rooms as appropriate.
• Ability to provide safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault and carrying it to the guest.
• Ability to operate various office machines.

Nice To Haves

• Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests.

Responsibilities

• Greets and registers guests, providing prompt and courteous service.
• Checks guests out of the hotel.
• Resolves guest challenges throughout their stay.
• Upgrades guests as required.
• Promotes hotel services, amenities and upsells products to guests.
• Completes the registration process by inputting and retrieving information from a computer system.
• Confirms pertinent information including number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs.
• Codes electronic keys.
• Non-verbally confirms the room number and rate.
• Promotes and administers Hilton Marketing Programs such as Hilton Honors.
• Ensures guest knows location of room, and arranges for team member to accompany guest to room.
• Provides welcome packet containing room keys, tokens of appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement.
• Properly accounts for services provided by the hotel.
• Assists guest with check out payments or charges.
• Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
• Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome.
• Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries.
• Inputs messages into the computer and advises other team members of special guest needs.
• Retrieves messages and communicates the content to the guest.
• Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remains calm and alert especially during emergency situations and heavy hotel activity.
• Plans and implements detailed steps by using experienced judgment and discretion.
• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault and carrying it to the guest.
• Operates various office machines.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed