Guest Service Agent - Woodland Hills, United States - Hilton Woodland Hills/Los Angeles

Hilton Woodland Hills/Los Angeles
Hilton Woodland Hills/Los Angeles
Verified Company
Woodland Hills, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

JOB OVERVIEW


To provide our guests with excellent hospitable service at the Front Desk from making the guest reservation to overseeing and ensuring a seamless guest departure.


REPORTS TO
Front Desk Supervisor, Front Office Manager


ROP:
$19.73/Hourly


WORK HOURS
Associate will be required to work day/and or evening shifts, weekdays and weekends and holidays. Some overtime may be required, depending on business levels


EDUCATION/EXPERIENCE

  • High school graduate. Some college preferred
  • Must have 12 years customer service experience
  • Previous front desk agent experience preferred
  • RBS Certification required (accessible online)

LANGUAGE SKILLS

  • Ability to read, comprehend and write instructions, correspondence and memos.
  • Ability to communicate verbally (including telephone contact) with Guests, management and coworkers.

COMPUTER SKILLS/EXPERIENCE

  • Previous OnQ experience preferred.

MATHEMATICAL SKILLS

  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
  • Ability to compute rate, ratio and percent.

REASONING ABILITY

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret basic technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

ESSENTIAL SKILLS

  • Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
  • Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
  • Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
  • Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
  • Ability to communicate calmly with irate Guests, coworkers or supervisors in sometimes tense situations.
  • Ability to perform job functions with mínimal supervision.
  • Ability to work cohesively with coworkers as part of a team.
  • Treat coworkers and guests with courtesy, friendliness and respect and provide responsive service.
  • Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
  • Ability to understand and carry out instructions in verbal, written or diagram form.
  • Ability to understand Guests' service needs.
  • Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
  • Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
  • Ability to interact with people, particularly in resolving complaints and problems.

ESSENTIAL 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.
  • Sell 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 employee's cash bank.
  • Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
  • Sell Hilton Rewards Program to guests.
  • Process mail, messages, faxes and packages.
  • 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 interdepartmental 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 supervisor's instructions and performs other duties as directed or assigned.
**PHYSIC
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