Guest Service Agent

Embassy Suites Nashville at Vanderbilt Hilton•Nashville, TN

1d•Onsite

About The Position

This position involves greeting and registering guests, providing prompt and courteous service, and managing guest check-outs. The role requires resolving guest challenges throughout their stay, upgrading guests as needed, and promoting hotel services, amenities, and products. Key tasks include completing the registration process by inputting and retrieving information from a computer system, confirming guest details and room rates, making appropriate room selections, and coding electronic keys. The agent is also responsible for promoting and administering Hilton Marketing Programs like Hilton Honors, ensuring guests know their room location, and arranging for team members to escort guests to their rooms. The role includes providing welcome packets to guests. The agent must ensure that rooms and services are correctly accounted for within guest statements, properly account for services provided by the hotel, and assist guests with check-out payments or charges, accepting various forms of payment and converting foreign currency. The position requires immediately greeting customers with a friendly and sincere welcome, using a positive and clear speaking voice, listening to understand requests, responding with appropriate action, and providing accurate information on outlet hours, special VIP programs, and events. The agent receives special requests from guests and responds appropriately or forwards them to the relevant team members. Promptly answering telephone and email inquiries, inputting messages into the computer, advising other team members of special guest needs, and retrieving messages, mail, packages, and facsimiles for customers are also part of the role. The agent is expected to field guest complaints, conduct thorough research to develop effective solutions, and negotiate results. This includes listening and extending assistance to resolve problems such as price conflicts or issues with heating or air conditioning. The agent must remain calm and alert, especially during emergency situations and heavy hotel activity, and plan and implement detailed steps using experienced judgment and discretion. Supportive functions include attempting to communicate with guests in their native language if applicable, remaining calm and alert during emergencies or heavy activity, resolving complications like location changes or credit issues, summoning Bell services team members to escort guests, providing safety deposit boxes by escorting guests to the vault, pulling the box, and carrying it to the guest, and operating various office machines.

Responsibilities

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.
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.