Guest Service Agent - Working Supervisor
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- Oct 16, 2018 Post Date
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- HOT05NVR Requisition #
A Guest Service Agent - Working Supervisor is responsible for greeting and registering guests with sincere hospitality and effective communication skills, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet Hilton's high standards of quality. On a relief basis, provides temporary managerial support, guidance and leadership as the lead Guest Service Agent ensuring consistent quality customer service is delivered by our Guest Service Agents and clerk staff.
What will I be doing?
A Guest Service Agent - Working Supervisor is responsible for greeting and registering guests with sincere hospitality and effective communication skills, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet Hilton's high standards of quality. On a relief basis, provides temporary managerial support, guidance and leadership as the lead Guest Service Agent ensuring consistent quality customer service is delivered by our Guest Service Agents and clerk staff. Specifically, you would be responsible for performing the following tasks to the highest standards:
- Promptly completes the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Hilton marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Nonverbally confirms the room number and rate. Provides welcome collateral containing room keys, certificates, coupons and refreshment center keys as appropriate. Closes out guest accounts at time of check out. Requires standing and continual mobility throughout front office area.
- Communicates effectively both verbally and in writing to provide clear direction to staff. Analyzes and acts on both reports and group files throughout the day to properly assign and instruct guest service agents in details of work. Observes performance and encourages improvement or discipline as needed. Monitors lobby traffic and makes staffing adjustments accordingly.
Verifies credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, travelers checks and other forms of payment. Converts foreign currency at current posted rates. Performs accurate moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer. - Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA's and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Makes decisions and takes action based on previous experience and good judgment, while displaying sincere concern, sometimes revising procedures to accommodate unusual situations. Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
- Greets guests immediately with a friendly and sincere welcome. Offers services and upsells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to and understand requests or problems, responds with appropriate actions, solutions, and follows through. Provides accurate information such as outlet hours and local attractions.
- Promptly answers the telephone using positive and clear English language. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.
- Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
- Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively interact as a team member with co-workers to provide excellent guest service.
- Ability to adapt to new situations readily and work with various types of customers and employees in diverse situations.
- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer systems as well as process data and generate reports.
- Ability to perform several function simultaneously and adapt to varying levels of business activity.
- Ability to communicate via telephone to system support staff off property and to understand and perform their instructions.
- Ability to stand, walk and continuously perform behind the front desk.
- Ability to process data and generate reports using OnQ and Excel.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
- Ability to input 35 words per minute.
- Good knowledge of Hawaii’s places of interest as well as directional knowledge of Hawaii.
- Ability to operate a 10-key by touch, rapidly and accurately.
- Ability to move supplies weighing up to 50 lbs.
- Ability to stand and work continuously in confined areas
- Ability to lift, bend, stoop, walk, and stand for extended periods of time.
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
