Job Details
Guest Service Agent Job Details Job Location Double Tree by Hilton Worthington - Columbus, OH Position Type Full Time Job Shift First/Day Second/Afternoon Third/Night Description **POSITION SUMMARY**
Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.
**ORGANIZATIONAL SCOPE:**
Position is responsible for exceptional customer service in order to generate revenue.
**ESSENTIAL FUNCTIONS**
* Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
* Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (16%)
* Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
* Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (21%)
* Cancel room reservations according to procedures. (2%)
* Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
* Show guests to room assisting them with their luggage. (45%)
* Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
* Check luggage for hotel guests both for day and overnight. (15%)
**NON-ESSENTIAL FUNCTIONS**
* Inventory guest room keys according to policy and request re-keying as necessary.
* Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
* Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Qualifications **Knowledge and Skills:**
* **Education:**High school education or equivalent experience.
* **Experience:**Three months to one full year of employment in a related position with this company or other organization(s).
* **Skills and Abilities:** Requires a working knowledge of the Front Desk aspect of TTH services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. Second language is preferred.
**No. Of employees supervised:** None.
**Travel Required:**None.
**Hours Required:** 8 hour shift; scheduled days and times may vary based on need.
**Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.**
Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
**Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.**
Must be able to lift up to 60 lbs. and push or pull a minimum of 120 lbs., of various sizes of luggage, packages, coolers and boxes.
**Mobility Describe the type(s) of mobility required to include distances and % of time involved.**
Continually walking, standing, lifting or pulling, 90-95% of time, large step into van.
**Continuous Standing Describe the reasons to include time period and frequency.**
Continuous standing 95% of time.
**Climbing Stairs**
Up to approx. 120 steps 10% of 8 hour shift.
**Hearing:** Moderate
Explain: One-on-one communication with guests.
**Vision:** Moderate
Explain: Read reports, verify reservations, work with computers.
**Speech:** Moderate
Explain: One-on-one communications with guests.
**Literacy:** Critical
Explain: Read reports, reservations, analyze, investigate.
Brass/glass cleaner. No special handling required.
**Protective Clothing:**
None Required.
**Equipment Operation List type of equipment and frequency of use.**
Computer use 75%, telephone use 25%, computer printer 25%, calculator 10%, of shift.