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|Job Category :
|Guest Service Agent at Hilton
|Rochester, MN 55904
|Job Description :
Accommodate hotel, patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Duties and Responsibilities
Greet, register, and assign rooms to guests of hotel.Keep records of room availability and guests’ accounts.Compute bills, collect payments, and make change for guests.Issue room keys and escort instructions to bellmen.Review accounts and charges with guests during the check out process.Posting of incidental chargesTransmit and receive messages, using telephonesContact housekeeping or maintenance staff when guests report problems.Make and confirm reservations.Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.Record guest comments or complaints, referring customers to managers as necessary.Arrange transportation or restaurant reservations for customers.Maintain accurate accounting of personal bank and MOD BankProvide exceptional customer service to all guestsWork as a team with all hotel departmentsMaintain professionalism at all timesMake guest requests for outside hotel accommodations by providing clear up-to-date informationMaintain clean, organized working environment at all timesUse management approved references at all times when directing guests to outside hotel needs or activitiesKeep the guest comfort and needs your first priority at all timesUpholds Hilton Brand StandardsAssist with parking guest’s vehicle as needed
Strong Customer Service BackgroundPositive, customer is always right attitudeStrong, concise communication skills, working knowledge of the English languageBasic math skillsProfessional in appearance and demeanorAbility to work varied hours including weekends and holidaysPrevious reservation systems experience preferred but not requiredValid drivers license
The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Requires using hands to handle, control, or feel objects, tools or controls, Requires repetitive movement, Requires standing, Requires contact with others (face-to-face, by telephone, or otherwise), Requires telephone conversations, Includes conflict situations, Requires dealing with unpleasant, angry, or discourteous people, Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization, Opportunity to make decisions without supervision, Requires repeating the same physical activities or mental activities over and over, Freedom to determine tasks, priorities, and goals, Requires being exact or highly accurate, Requires work with external customers or the public, Requires work with others in a group or team, Includes responsibility for work outcomes and results, Requires working indoors in environmentally controlled conditions, Job tasks are performed in close physical proximity to other people
The hours necessary to perform this position at a twenty-four hour (24) hotel vary depending on guest numbers and working schedules. Days will be Monday – Sunday, 16-40 hours per week as assigned.
Associates or better in Hospitality and Resort Management
English as primary language
Team Player: Works well as a member of a group
Enthusiastic: Shows intense and eager enjoyment and interest
Dedicated: Devoted to a task or purpose with loyalty or integrity
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Job Security: Inspired to perform well by the knowledge that your job is safe
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
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