Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley
Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley
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Salary Not Disclosed
1 Vacancy
Job Description
EOE/AA/Disabled/Veterans
The Embassy Suites Milpitas Silicon Valley is looking for a customer service focused Guest Service Agent to join their dynamic team! This is a great opportunity for an individual looking to grow in the Hospitality industry. We are a 267-room hotel off I-680 11 miles from Silicon Valley and San Jose. Were 10 minutes from the Great Mall and 20 minutes from Levis Stadium.
Hourly Rate: The hourly rate for this role is $20.25 and is based on applicable and specialized experience and location.
The ideal candidate will possess:
At least one (1) year of customer service experience is required
At least one (1) year of front desk/guest service experience is an preferred
At least one (1) year of hotel/hospitality experience in a fast-paced environment is preferred
Ability to effectively communicate in English
Ability to multitask and work under pressure
Ability to answer phones respond to guests check in/out guests at any given moment
Friendly positive can-do attitude and a team player
Able to respond to guests requests with a sense of urgency
Open availability to work a mixture of daytime and evening shifts which include weekends and holidays is required
Experience with OnQ system for Front Desk is an asset
The desire to grow a career within Hilton
What will I be doing
As a Guest Services Agent you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotels continuing effort to deliver outstanding guest service and financial profitability. Specifically you would be responsible for performing the following tasks to the highest standards:
Greet guests and complete the registration process to include but not limited to inputting and retrieving information from the computer confirmation of guest information and room rate selection of rooms coding electronic keys promoting marketing programs providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.
Assist guests with check-out including but not limited to ensuring rooms and services are correctly accounted using the point-of-sale. system handling money processing credit and debit cards accepting and recording various forms of payment converting foreign currency making change and processing gift certificates and cards.
Demonstrate a thorough knowledge of hotel information including but not limited to room categories room rates packages promotions the local area and other general product knowledge and answer guest questions and inquiries.
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
Respond to guest inquiries and requests and resolve issues in a timely friendly and efficient manner.
Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
Receive input retrieve and relay messages to guests via Kipsu.
Be a Champion of Service for our guests utilizing our HEART model.
Be a driver of great SALT scores (guest satisfaction survey.)
Manage and maintain Lobby area to ensure it is clean and tidy for our guests.
Must be able to work evenings shifts weekends and holidays.
What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
Hospitality - Were passionate about delivering exceptional guest experiences.
Integrity - We do the right thing all the time.
Leadership - Were leaders in our industry and in our communities.
Teamwork - Were team players in everything we do.
Ownership - Were the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability
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 travelers 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!
#LI-BM1
Required Experience:
Unclear Seniority
Employment Type
Full-Time
