Guest Service Agent / Associate

A Guest Service Agent provides friendly and efficient service at all times, taking account of the established service standards and management guidelines. Is responsible for escorting hotel guest with a thorough knowledge of hotel and room orientation. Further this job role requires to supports the executive lounge operations

What will I be doing?

As Guest Service Agent, you will serve on the Front Office Team/Executive Lounge Team, to provide services for Guests to contribute to an overall exceptional experience 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:

• • Attempts to communicate with guest in guest’s native language, if possible.
  • Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Escort guests to/from their rooms or main entrance as appropriate or offer assistance.
  • Confidently knowing the food and beverage offering at the lounge and be able to explain them in detail to guests.
  • Understand dietary requirements and offer appropriate suggestions.
  • Be able to make suggestions on the menu that might suit guests of different nationalities.
  • Operational knowledge of various office machines.
  • Undertake steps/process to ensure that all areas of the bar are set are set to the standards required. This includes setting tables, setting the bar, having all equipment ready for service and ensuring you have been briefed by your supervisor for the shifts activities.
  • By ensuring everything is clean and tidy, ready for guests to enter the bar.
  • Ensures the tidiness and cleanliness of the reception and lobby area.
  • Obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and to be completed and special events.
  • Take regular part in meetings and shift handovers.
  • Cooperate with employees from all departments, in particular Housekeeping, In Room Dining and Reservations.
  • Preparation of the lounge before meal periods. Printing and keeping all necessary reports.
  • Thorough knowledge of guest areas including hotel product knowledge and rooming of a guest.

  
  
  • Identify and prepare for VIP arrivals and coordinate with in Room Dining regarding placement of amenities prior to the guest’s arrival.
  • Take over any other tasks and special projects which arise in the course of business.
  • Inform the housekeepers & front desk team about special requests, early and late departures, changes of room and other information important for the department.
  • Know the Hilton Honors Program, advertise for new members and support the Executives in the administrative work.
  • Be familiar with the daily activities in the hotel.
  • Take part in training courses regularly and put the know-how thus obtained into practice

  
  

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:

• 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

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!