Job Description - Guest Service Agent (HOT0AXYK)
Work Locations DoubleTree by Hilton Karaka
10 Hinau Road
Auckland
DoubleTree by Hilton Karaka is looking for an enthusiastic individual to join their Front Desk Team! Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Guest Service Agent greets and registers guests, providing prompt and courteous service. He/she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel's services.
What will I be doing?
You will help to create exceptional experiences for our guests by:
Ensuring that every guest feels cared for, valued, and respected – every guest, every time.
Ensuring a seamless (efficient but warm and friendly) check-in and check-out for our guests.
Pro-actively assist the hotel team in solving any Guest issues or complaints.
Have excellent product knowledge so that you can give our Guests the best service and advice possible.
Collaborate with other departments, particularly Housekeeping, Engineering, and Food and Beverage so that our Guest experience is as seamless as possible.
Asking guests for feedback regarding their stay and ensuring that this is followed up where a problem exists.
Increase revenue opportunities when interacting with guests by using up-selling techniques, offering the services of the hotel and recommending hotel restaurants.
Ensure that you enroll our guests into our Loyalty Program to make the most of their membership and their stay.
Assisting on our switchboard – taking room service orders and answering queries – both internal and external.
Assisting in reservations and undertaking duties as required – e.g. checking bookings etc.
To deliver loyalty program benefits and promote enrolment of Hilton Honors.
Assist in achieving hotel enrolment targets by following procedures and motivating self and team to achieve.
Ensure all Honors members receive the benefits they are entitled to.
Work with all departments to ensure that excellent lines of communication are maintained for the benefit of the guest.
Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
Perform any reasonable additional tasks in relation to the department in order to ensure customers experience first-class service.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and team members.
Recognize that individuals are only as good as the team – always ensure that you work together as part of a team!
Participating in all WHS consultative meetings, emergency response rehearsals, and reviews.
Other duties as directed by your manager.
What are we looking for?
A Guest Service Agent serving Hilton Brands is 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:
Able to perform moderately complex mathematical calculations without error.
Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
Able to access and accurately input information using a moderately complex computer system.
Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Good interpersonal skills to provide overall guest satisfaction.
Able to work under pressure and deal with stressful situations during busy periods.
1 or 2 years of related working experience preferred.
What will it be like to work for Hilton?
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 travellers 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!
Job Categories Guest Services, Operations, and Front Office
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