Guest Service Agent
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
What will I be doing?
As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
Maintain a high level of customer service awareness throughout your work.
Have a positive work attitude and take the initiative to solve problems, always clearly communicating with guests or colleagues.
Proactively recommend hotel services and facilities to guests and suppliers.
Ensure the accuracy of all bill purchases and provide efficient checkout service for guests.
If necessary, help guests book rooms, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again.
Recognize Honorary Club members to ensure that members receive benefits, providing quality and professional services to them.
Process check-ins according to the reservation, check-in information, Hilton Honors Club number and airline membership number, ensuring the integrity of the check-in form and that payment method is safe and valid.
Input accurate and complete information into the hotel management system for everyone to share.
Maintain customer profile and information to ensure the validity and accuracy of the reservation.
Ensure to input guest file information into the public security system promptly.
Communicate and cooperate effectively with all departments.
Complete daily tasks of the Front Desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.
Accept cash, credit cards, vouchers, corporate or third-party payments and other services in strict accordance with hotel regulations.
Quickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings, answering and responding to guests' questions and requests quickly and accurately.
Accurately and promptly deliver information to customers and ensure customer privacy.
Organize and store guest luggage and ensure its safety.
Carry out replenishment, update, and inventory in time according to the corresponding system to keep the goods on the shelves complete.
Be familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel.
Meet guests' requirements and immediately contact your supervisor or manager if you cannot answer guests' questions.
Perform any other reasonable duties as assigned.
The department reserves the right to change or supplement the job description if necessary.
What are we looking for?
College degree or above.
1-2 years working experience in hotel Catering or Front Desk.
Able to use computing equipment to accurately perform all kinds of data calculations.
Good command of English, able to listen and communicate effectively in English to meet business needs.
Good command of hotel computer systems.
Good at dealing with guest relations, able to deal with various problems effectively and quickly.
Improve guest satisfaction with strong interpersonal skills.
Strong learning ability and able to work under strong pressure.
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.
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