Guest Service Representative

The Front Desk Associate is responsible for assisting in the operation of the front desk and guest services ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out.ExperienceHigh school diploma or equivalent required, and college degreePrevious hotel Front Desk and Hilton brand experience (preferred)Hilton OnQ/PEP experience (preferred)Accounting background (preferred but not required)Job EssentialsAssist guests with arrival and departure from hotel, while providing positive guests experiences.Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number ofguests and room rate in accordance to established guidelinesCollaborate with other hotel departments to provide an exceptional experience to each guest.Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)Provide information about the hotel and local area, and offering our full range of hotel amenities and services.Maintain confidentiality of all guests and hotel informationExhibit attention to detail in order to ensure security of guest room access.Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate mannerManage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the Make it Right established guidelines.Generate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingMaintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments andlocations, room rates, special packages and promotions.Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate thecontent to the guest. Retrieve mail, small packages and facsimiles for customers as requested.Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift.Reports all accidents and injuries in a timely manner.Ensure work area is clean and clear of debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectivelyPerform any other job-related duties as assigned.Balances and audits for accuracy room revenue, all room and tax charges, cashiers reports and guest and house accounts, food and beverage revenue and telephone revenue; assists in the preparation of all reports relevant to daily revenues.Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.Assist guests with arrival and departure from hotel, while providing positive guests experiences.Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelinesMaintain confidentiality of all guests and hotel informationExhibit attention to detail in order to ensure security of guest room access.Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate mannerManage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the Make it Right established guidelines.OtherAbility to access and accurately input information using a moderately complex computer systemAble to handle cash and credit transactions.General knowledge of local area attractions and transportation.Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.Ability to effectively deal with internal and external customers with tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.Ability to observe and detect signs of emergency situations.Ability to establish and maintain effective working relationships with associates and guests.Command of the English language both written and verbal.Ability to multi-task, and prioritizes with excellent follow up skills and customer service.Regular attendance in conformance with the standards is essential to the successful performance of this position.Comply with attendance rules and be available to work on a regular basis. Able to work a flexible schedule, varied shifts, including Weekday, Evenings,weekends and holidays.Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.Some lifting may be required. This position may require 75%+ or more of time on their feet.DUE TO THE CYCLICAL NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES MAY BE REQUIRED TO WORK VARYING SCHEDULES (INCLUDING HOLIDAYS ANDWEEKENDS) TO REFLECT THE BUSINESS NEEDS OF THE HOTEL. IN ADDITION, ATTENDANCE AT ALL SCHEDULED TRAINING SESSIONS AND MEETINGS IS REQUIRED.THIS JOB DESCRIPTION IS NOT AN EXCLUSIVE OR EXHAUSTIVE LIST OF ALL JOB FUNCTIONS THAT AN EMPLOYEE IN THIS POSITION MAY BE ASKED TO PERFORM FROM Time to Time.