Job Description
A Guest Service Representative provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. As Guest Service Representative, 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 Representative greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities and up sells products to the guests. A Guest Service Representative truly influences the first impressions of our Guests and, therefore, is 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 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. 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. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc. Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions. Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergencies and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Guest Service Representatives serving Hilton brands are always working on behalf of our guests and working with other team members. A minimum of 3 years’ experience as a Guest Service Representatives. Education – EPI - Associate of Applied Science in Hospitality & Management. Have a Positive attitude. Have excellent oral and written communication skills in English. Be proficient in the use of Microsoft Word and Excel. Be committed to delivering a high level of customer service. Have excellent grooming standards. Have excellent planning and organising skills. Be dedicated to the delivery of exceptional service and continuous improvement. Be able to work a variety of shifts, including weekends, days, afternoons and evenings. Additional language skills: Papiamento, Dutch and Spanish. Supportive Functions. Remains calm and alert, especially during emergencies and/or heavy hotel activity, and resolves complications such as location changes or credit issues. Summons Bell services team members to escort guests to/from their rooms as appropriate. Provides safety deposit boxes for guests by escorting them to the vault, pulling the box from the vault and carrying it to the guest. Operate various office machines. From time to time assist as a telephone operator by answering calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers. Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies. Quality. Dependability. Customer Focus. Adaptability. Come and be a part of our team!
