Guest Service Agent

Double Tree by Hilton and Haley & Bear•Concord, NH

12d•Onsite

About The Position

The Double Tree is looking for a friendly and outgoing individual to join our team as a Guest Service Agent. As the first point of contact for guests, you'll play a vital role in ensuring their stay is comfortable and enjoyable. If you thrive in a customer-focused environment and enjoy making people feel welcome, we want to hear from you! The Guest Service Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.

Requirements

Customer Service: Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest’s wants and needs. Identifies opportunities to improve and deliver additional value to guest’s experience by presenting creative solutions and innovative ideas.
Communication: Actively listens to guests, coworkers and the public (viewing the situation from the guest’s perspective) and works together to solve the problem through effective communication.
Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
Quality: Work “product or service” is free of errors and exceeds customer expectations.
High school diploma or GED equivalent; no prior experience is required.
Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules and memos. Speak clearly, distinctly and with confidence using appropriate pauses, emphasis and punctuation.
Requires mathematical development sufficient to be able to: add, subtract, multiply and divide all units of measure.
Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral or diagram form. Ability to professionally deal with problems in standardized situations.
Ability to pass pre-employment drug test and background check
Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
Inside environmental conditions protected from weather conditions. Potential exposure to paint, solvents, cleaning chemicals and/or fumes

Responsibilities

Provide professional and courteous guest service at all times
Greet arriving guests
Answer telephone calls courteously and efficiently
Respond to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
Generate, confirm, cancel, and change guest reservations
Keep records of room availability and guests’ accounts
Assist arriving and departing guests with luggage
Compute bills, receive payments, and make change for guests
Make restaurant, transportation, or entertainment reservations for guests
Promote any current hotel and franchise marketing programs
Complete daily shift responsibility checklist
Ability to work well with a diverse group of people
Transmit and receive messages through telephone, facsimile, and switchboard
Maintain wake-up call service
Post ancillary charges to guest folios (i.e. food, room, telephone)
Maintain clean and neat work and storage spaces
Assist with the appropriate storage of guest property
Attend monthly department meeting
Assist other coworkers/departments when necessary
Participate in ongoing education and training
Other duties as assigned