Guest Service Agent Part Time/Full Time/ Home2 By Hilton Weston/ New Hilton Hotel

Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.

• Greets guests with genuine and warm spirit of hospitality

• Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment

• Posts transactions to guest and master accounts

• Reviews guest account balance, ensuring that payment is secured

• Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards

• Reviews arrivals and blocks special requests 

• Processes required reports, including down time, high balance, etc.

• Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.

• Handles guest requests and concerns in a courteous and efficient manner

• Coordinates the delivery of guest services by other hotel departments and outside businesses

• Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner

• Prepares guest amenities, and ensures delivery in a timely manner

• Handles in-house guest reservation requests such as extension, late check-out, and rebooking

• Handles check-out procedures swiftly and accurately and assists guests on departure.

• Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests

• Stores guest luggage

• Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets

• Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit  and cash handling guidelines

• Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication

• Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security

• Operates the franchise terminal and performs designated maintenance tasks  

• Maintains procedures for credit control and handling of financial transactions

• Maintains guest safety & privacy by adhering to established procedures

• Issues safety deposit boxes for guest use, following security protocol

• Monitors key box, issuing keys to the appropriate staff members. Logs all transactions

• Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up

• Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards

• Coordinates emergency procedures  including evacuations, immediately notifying management of such occurrences

• Assists with the relocation of guests, when necessary

• Assists other departments during slow periods

• Additional duties may be added at any time at the discretion of management