Guest Service Agent

JOB DESCRIPTION

The Embassy Suites Milpitas Silicon Valley is looking for a customer service focused Guest Service Agent to join their dynamic team! This is a great opportunity for an individual looking to grow in the Hospitality industry. We are a 267-room hotel off I-680, 11 miles from Silicon Valley and San Jose. We’re 10 minutes from the Great Mall and 20 minutes from Levi’s Stadium.

Hourly Rate: The hourly rate for this role is $20.25 and is based on applicable and specialized experience and location.

The ideal candidate will possess:

• At least one (1) year of customer service experience is required
• At least one (1) year of front desk/guest service experience is an preferred
• At least one (1) year of hotel/hospitality experience in a fast-paced environment is preferred
• Ability to effectively communicate in English
• Ability to multitask and work under pressure
• Ability to answer phones, respond to guests, check in/out guests at any given moment
• Friendly, positive can-do attitude and a team player
• Able to respond to guests’ requests with a sense of urgency
• Open availability to work a mixture of daytime and evening shifts which include weekends and holidays is required
• Experience with OnQ system for Front Desk is an asset
• The desire to grow a career within Hilton

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel’s continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale. system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests via Kipsu.
• Be a Champion of Service for our guests utilizing our HEART model.https://jobs.hilton.com/apac/en/job/HOT0BUT2/Guest-Service-Agent-Embassy-Suites-by-Hilton-Milpitas-Silicon-Valley