Guest Service Agent

Offers all guests an efficient and professional service from arrival to departure taking into account Hilton standards and procedures.

 ESSENTIAL FUNCTION:

-    Greets guests, inquires of their needs, shows them directions and provides them with requested accurate information and/or help.

-    Keeps up-to-date with all information/changes occurring in the hotel and which might affect the guests positively or negatively.

-    Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Takes ownership of problems and resolves them using the HEART model and MAKE IT Right Empowerment Guidelines.

-    Listens and extends assistance to guests in order to resolve problems such as price conflicts.

-    Remains calm and alert and resolves complications such as location changes or credit issues.

-    Promptly answers calls originating from external and internal sources using positive and clear English and directs caller to appropriate extension or room.

-    Inputs messages on call tracking system as required and instructed.

-    Retrieves messages and communicates them clearly to internal/external guests when required.

-    Operates facsimile to send/receive transmissions for guests and notifies guests of same as per set procedures.

-    Checks in both individuals and groups and proceeds with their registration process.

-    Works in close collaboration with the Front Office management team to allocate guestrooms based on guests’ needs and preferences except in cases where guests have used echeck in.

EDUCATION

• HSC or equivalent.
• A Diploma and/or Degree in Hospitality Management or equivalent from a recognised institution is preferred.