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JOB DESCRIPTION
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 serve on the Front Office Team| to provide
services for Guests to contribute to an overall exceptional experience from
check-in through check-out and complete audits| as required. A Guest Service
Agent truly influences the first impressions of our Guests and| therefore| are
responsible for performing 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 the Guest Service Manager is kept fully aware of any relevant feedback from guests and| or| other department
Demonstrate a high level of customer service at all time
Attend appropriate training courses| when required| and assist with the Night Team|s training and development effort
Demonstrate a knowledge of hotel room categories| room rates| packages| promotions and other general product knowledge necessary to perform daily dutie
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
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?
Guest Service Agents 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:
Fluent in German language
Previous experience in a customer-focused industry
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Excellent grooming standards
Calm| efficient| and organized with great attention to detail
Ability to multi-task while maintaining a positive attitude when working with a Guest
Professional manner with an emphasis on hospitality and guest service
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
Front Office/Concierge experience in the hotel| leisure| and/or entertainment sectors
Conflict resolution experience
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!