Guest Services Associate Jobs

Overview

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.

Duties and Responsibilities

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned banks.
• In carrying out your duties you will follow all Company and Brand Standards.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• Welcomes guests in a friendly, prompt, and professional manner.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Respond appropriately to guest requests; promotes hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures to ensure total guest satisfaction.
• Up-sell rooms where possible to maximize hotel revenue.
• Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift. Answer phones promptly and courteously.
• Issue, control, and release guest safe deposit boxes.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.

QUALIFICATIONS AND REQUIREMENTS

• Must speak fluent English.
• Remain stationary for extended periods.
• Previous Hilton experience will be an asset.
• Use a keyboard to operate various property management and reservations systems, etc.
• This job requires the ability to perform the following:
• Frequently standing up behind the desk and front office area.
• Handling objects, products, and computer equipment.
• High School diploma or equivalent, plus one-year front desk/guest service experience. Some college is preferred.

Other:

• Problem-solving, reasoning, motivating, and training abilities are often used.
• May be required to work night, must be available to work weekend.
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Basic math skills are used frequently.