FT Front Desk Agent

Company: Hilton Worldwide
Location: Rohnert Park
Posted on: June 6, 2021

Job Description:

A Guest Services Agent is responsible for checking in and checking out guests as well as being the go-to for any guest inquiries in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Working in a clean and safe environment that involves mask wearing and social distancing included in Hilton's Clean-Stay Program.The Guest Service Agent plays an integral role in the satisfaction of our hotel guests. GSA's are often the first and last point of contact for guests, and their engagement and dedication to service is imperative to providing a positively memorable guest experience. This role communicates directly with the guest in person, over the phone, and via email and text to ensure the guest is provided with pertinent and helpful information. We're seeking individuals who can provide genuine and consistent guest service while processing reservations and responding to guest requests. Applicants must ve versatile, engaged, and friendly in accordance with the HILTON service values.In addition to the posted hourly rate, GSA's are encouraged to participate in incentive programs that provide earning opportunities monthly. These opportunities include: loyalty program enrollment incentives, upsell commissions, and department incentives.What will I be doing?As a Front Desk Clerk, you would be responsible for checking in and checking out guests 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:* The checking in and checking out of guests.* Respond to guest inquiries and in a timely, friendly and efficient manner* Providing guests with information related to hotel health and safety practices* Safely and efficiently delivering items and amenitites to guest rooms* Retrieving and delivering bell carts to hotel guest rooms and meeting spaces* Using HotSOS software to communicate work orders and requests to various hotel staff members* Utilizing Kipsu texting system to welcome and inform guests through the duration of their stay* Make-It-Right Service Recovery - using creative and effective service to resolve guest concerns* Cleaning/Organizing the Front Office workstations and supplies* Providing guests with recommentations to local attractions, businesses, restaurants, wineries and breweries* Rreviewing guest survey responses and recording issues in the ONQ Hilton Property Management system* Logging lost & found guest items in Chargerback database* Resolving guest billing disputes, processing guest credit card authorization forms/3rd party reservation payments, tracking guest credit balance* Preparing for group arrivals - creating key packets & labels, making guest keys, and coordinating with on-site contactsWhat are we looking for?* Positive and optimistic attitude* Comfotable and competent with multi-tasking* Detail oriented* Responsible and reliable* Works well with a team* Good communication skills* Guest focusedSince 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 disciplineIn addition, we look for the demonstration of the following key attributes:* Quality* Productivity* Dependability* Customer Focus* AdaptabilityWhat will it be like to work for Hilton?Hilton developed and implemented the Clean-Stay Program to keep guests and team members safe. Hilton is an innovative forward thinking company that provides a stepping-stone for those just starting out in the industry as well as endless career opportunities for anyone with the drive, energy, skill, and talent to be successful in the hospitality industry anywhere in the world.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! by Jobble

Keywords: Hilton Worldwide, Rohnert Park , FT Front Desk Agent, Other , Rohnert Park, California