Register
Recruit Create CV
Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Guest Service Manager Jobs
Recruited by Opal Hotels Group 10 months ago Address Ashland, VA, United States

Guest Service Agent - Hilton Norfolk The Main

Company

Professional Hospitality Resources, Inc. and Ocean Beach Club LLC
Address , Norfolk, 23510
Employment type
Salary
Expires 2023-12-09
Posted at 9 months ago
Job Description
Overview:
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs.
Responsibilities:
Level One
  • Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
  • Listen & respond to guest inquiries using a positive, clear speaking voice.
  • Obtains guest name via luggage tags, or by asking the guest.
  • Point out room features & directory for reference.
  • Addresses the guest by name frequently.
  • Inventory guest room keys according to policy and request re-keying as necessary
  • Successfully complete all other assigned duties.
  • Remain calm & attentive, especially during heavy hotel activity & emergencies.
  • Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist
  • Handle guest registration and room assignments, accommodating special requests whenever possible. Ability to stand for extended periods of time
  • During peak and slow times, if the bellman is away from their post, individual will assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from storage closet.
  • Offer to make reservations for them at restaurants in the area.
  • Alter room reservations according to procedures
  • Requires physical stamina to stand & walk continuously for duration of shift.
  • Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
  • Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment
  • Relocate customers in a professional and courteous manner according to procedures
  • Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
  • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
  • Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.
  • Arrange transportation for guests to airport or other destinations when requested.
Level Two
  • Assists FOM with daily new hire and developmental training efforts. Utilizes exceptional communication skills to ensure coworkers are delivering 9 and 10 guest experiences.
  • Serve as "SALT champion" by ensuring daily monitoring of and reponding to SALT scores and related action items. Keeps team informed of SALT scores, action items, and other key metrics thereby driving proactive guest service approach.
Qualifications:
Type
Qualification

Education
High School Education or equivalent experience

Experience
1-2 years experience in a Hotel or other customer relations position.

Skill
Type a minimum of 35wpm. IBM data entry experience desirable. Ability to communicate in English. Second language desirable. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to handle cash and credit transactions.

Education
High School Diploma or equivilent required.

Experience
Minimum of 6 months experience as a front desk clerk or 1 years experience in a customer service setting.

Skill
Interacts well with people face to face as well as over the phone.

Skill
Ability to multi task

Skill
Computer literate