Guest Service Agent

A Guest Services Agent / Stay Experience Agent is responsible for all aspects of front office to ensure guest satisfaction (greeting and registering guests, answer phones / guest inquiries, and checking guests out of the hotel) in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent / Stay Experience 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
• Answer phone and 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
• Assist guests with luggage; tag luggage and take to/from room.
• Assign rooms and create reservations.
• Receive, log and distribute packages for guest and hotel.
• May drive guests using hotel shuttle to local areas (shopping) as needed.
• Any additional tasks as needed to provide excellent guest service and creating memorable experiences.

The hourly rate is $27 and is based on applicable and specialized experience and location.

https://jobs.hilton.com/apac/en/job/HOT0C5JL/Guest-Service-Agent-DoubleTree-by-Hilton-San-Francisco-Airport-Burlingame