Job Details
** Guest Service Agent**
**Job Category****:** Front Office **Requisition Number****:** GUEST005640 Showing 1 location **JOB OVERVIEW**
To provide our guests with excellent service at the front desk from making the reservation to departure. To respond to guests needs, requests and complaints. To offer guest rooms, food & beverage outlets and seasonal hotel promotions.
**Guest Service Agent**
**JOB DUTIES**
* Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
* Check departing guests out of the hotel as per hotel procedures.
* Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
* Resolve guest problems and complaints.
* Offer guest rooms, food & beverage outlets and seasonal hotel promotions.
* Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
* Post charges to individual room or master account.
* Complete tasks on daily checklist.
* Communicate with other hotel departments to maintain a high level of guest satisfaction.
* Adhere to guest safe deposit box procedures.
* Adhere to policies regarding handling of employees cash bank.
* Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
* Offer Hilton Honors Rewards Program to guests.
* Process mail, messages, faxes and packages.
* Assist Guest Assistant Attendant as needed.
* Responsible for knowledge of groups and functions in the Hotel on a daily basis.
* Notify management of any pertinent information related to shift activities.
* Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
* Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
* Be a Team Player and encourage the teamwork attitude among staff.
* Attends department and inter-departmental meetings.
* Notify management of any pertinent information related to shift activities.
* Be knowledgeable in all hotel emergency procedures.
* Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
* Ensures total guest satisfaction.
* Follow supervisors instructions and performs other duties as directed or assigned.
* Assist in safety and maintenance by tracking items in HotSos for relevant department
* Receive advance deposits at the desk for future reservations and process as per policy.
* Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
***The Hilton DC National Mall provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. if you need accommodation for any part of the employment process because of a medical condition or disability, please call 202-###-#### or send an email to ...@hiltondcnationalmall.com to let us know the nature of your request.***
**Skills**
**Required**
**Customer Service** *Advanced* **Preferred**
**Teamwork** *Intermediate* **Conflict Resolution** *Some Knowledge* **Decision Making** *Some Knowledge* **Multi-Tasking** *Some Knowledge* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**
**Experience**
**Required**
**1 year:** Previous front desk and Hilton experience preferred
**Preferred**
Relevant military experience in a comparable capacity
**1-2 years:** Customer Service
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)