Front Office-Night Guest Service Agent

A Guest Service Agent provides reception services for Guests to contribute to
an overall exceptional experience from check-in through check-out and complete
audits, as required.

What will I be doing?

As Guest Service Agent, you will provide reception services for Guests to
contribute to an overall exceptional experience from check-in through check-
out and complete audits, as required. A Receptionist contributes to the first
impressions of our Guests and, therefore, must perform the following tasks to
the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner


• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required


• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments


• Demonstrate a high level of customer service at all times


• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts


• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties


• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities


• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy


• Comply with hotel security, fire regulations and all health and safety legislation


• Understand and demonstrate correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy


• Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel


• Manage, record and promptly resolve issues or emergencies that arise


• Conduct Health and Safety Checks and Night Walks, and maintain a good status awareness of all hotel areas


• Act in accordance with policies and procedures when working with front of house equipment and property management systems


• Follow company brand standards


• Assist other departments, as necessary
  What are we looking for?

A Guest Service Agent serving Hilton brands are always working on behalf of
our Guests and working with other Team Members. To successfully fill this
role, you should maintain the attitude, behaviours, skills, and values that
follow:

• Previous experience in a customer-focused industry


• Completed high school certificate or equivalent


• Positive attitude and good communication skills


• Commitment to delivering a high level of customer service


• Excellent grooming standards


• Ability to work on your own and as part of a team


• Competent level of IT proficiency
  It would be advantageous in this position for you to demonstrate the following
  capabilities and distinctions:


• Previous experience in cash handling

What will it be like to work for Hilton?

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!