Guest Service Representative Job description
We are looking for a highly organized candidate with excellent people skills for the position of a guest service representative. Guest service representatives are responsible for providing front desk services to guests, undertaking various administrative duties and diffusing conflict or tension in hotels, among other duties. The best guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise.

Full time Guest Service Representative position requires you to have reliable transportaion, minimal punctuality and attendance issues. Hotel's are open 24 hours a day, 7 days a week. We need individuals who understand their own time management and who are reliable to get to work on time. This plays a huge role in the success of our hotel operations daily.

90 day Probationary Period:

After 90 days, you will receive an evaluation. We will be discussing overall performance in the last 3 months of hire. Go over SALT, Hilton Honors Enrollments, HU Training Certifications and NCM Policies and procedures. Increases of wages are typically discussed during your annual review.

During the 90-day evaluation, there is potential for an early raise if you have showed outstanding performance in Guest Services with Name mentions in SALT, Participation in Hilton Honors Enrollments, Compliance in NCM policies and procedures, Adaptability to new initiatives and SOPs by Hilton and Supervisors, wearing proper uniform and name tag, no attendance issues, completion of all Brand Required Hilton University Training and showing initiative to go above and beyond to ensure guest satisfaction in the past 3 months.

Day to Day Duties:

• Greeting guests upon arrival and making them feel welcomed.
• Acknowledge Hilton Honor’s members and returning guests, in person and/ or on the phone. If not a member, encourage them to join.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys safely and securely.
• Anticipate the guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
• Being a source of information to guests on various matters such as local events, attractions and restaurants.
• Accommodating general and unique requests.
• Jump into other ad-hoc duties when your colleagues need your help
• Diffusing conflict or tense situations with guests.

What we're looking for:

• Communication skills- Being able to communicate with guests, team members and managers in a professional manner. Be readily available for our guests when they have questions and or corners. Being friendly and approachable with all our guests and staff.
• Problem-solving skills- You are the first point of contact. Be the hero and turn issues into opportunities to Wow the guests and ensure guest satisfaction.
• Team Player- A hotel cannot run successfully with only one department. We may need to help other departments to ensure our guests have a great stay and our hotel runs successfully every day.
• Computer Skills- Basic computer skills required.
• Administrative Duties- copying and faxing documents, answering and transferring phone calls, handle incoming and outgoing mail, delivering messages to guests and emailing guests, associates and vendors.
• Flexibility- Hotels are open 24 hours a day and seven days a week. Working nights, weekends and holidays are part of hospitality
• Experience- No hotel experience required, but a plus. Always willing to train the right person with an ambitious attitude and a willingness to learn.
• Reliability- Being able to follow instructions and follow through to make sure the task assigned gets completed and done right. Always ensuring guest satisfaction by delivering great service and anticipating guest’s needs.
• Endurance- Being able to stand for long periods of time.
• Conflict Resolution Experience- Diffusing conflict or tense situations with guests.

Qualifications:

• High school diploma or GED. A college or university degree would be a bonus, but not essential
• Previous hotel-related experience preferred. OnQ experience highly desired.
• Knowledge of surrounding areas and local events.
• Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures.
• Able to properly secure guest information.
• Ability to learn safety, emergency, and accident prevention policies and procedures.
• Excellent written and verbal communication
• Exceptional interpersonal skills
• Good time management and organizational skills
• Patience and a good listening skills.
• Knowledge of proper telephone etiquette.
• Ability to work a flexible schedule, including weekends and holidays

Job Types: Full-time

Salary: $15.50 to 16.50 depeding on hotel and OnQ experience.

Benefits:

• Hilton Team Member Travel Program (Available on Day 1)
• Paid time off (Available after 90 days, but PTO hours accrue on day 1)

Schedule:

• 8 hour shift
• Rotating Holidays
• AM Shift: 7a to 3p
• PM Shift: 3p to 11p
• Monday through Friday and Weekend availability

Job Types: Full-time, Part-time

Pay: $15.50 - $16.50 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• La Vista, NE 68128: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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