Part-Time Guest Service Agent- Embassy Suites Birmingham
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Job Location:
Birmingham - UK
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities
Guest Arrival & Departure
- Greet guests promptly with a friendly sincere and professional welcome
- Complete the guest registration process including verifying guest information room rates room assignments and coding electronic keys
- Provide welcome information hotel details and directions to guest rooms arranging bell assistance when needed
- Assist guests with check-out ensuring room charges and services are accurate and properly posted
System Accuracy & Billing
- Process guest transactions using point-of-sale and property management systems in a cashless environment
- Ensure accuracy in reservations billing credit authorizations and guest accounts
- Input retrieve and update guest profiles messages and special requests
Guest Service & Service Recovery
- Respond to guest inquiries requests and concerns in a timely friendly and efficient manner
- Take ownership of guest challenges and follow through to ensure satisfaction
- Research resolve and negotiate solutions to guest complaints while maintaining professionalism
- Remain calm alert and service-focused during high-volume periods or emergency situations
Product Knowledge & Upselling
- Maintain thorough knowledge of hotel services room types rates packages promotions and local attractions
- Use approved upselling techniques to promote hotel services and maximize room occupancy
- Provide accurate information regarding hotel amenities outlet hours and local points of interest
Communication & Teamwork
- Promptly answer incoming phone calls using clear positive communication
- Receive input retrieve and relay messages to guests accurately
- Retrieve and distribute guest mail packages and deliveries as requested
- Work cohesively with team members and other departments to support smooth operations
Operational Support
- Exercise sound judgment and discretion when handling guest situations
- Plan and prioritize tasks effectively in a fast-paced environment
- Complete additional duties and assignments as directed by the Front Desk Manager or Director of Operations
Qualifications
- High school diploma or GED required
- Previous hotel front desk or guest service experience preferred
- Strong customer service communication and problem-solving skills
- Ability to multitask prioritize and remain organized in a fast-paced environment
- Demonstrated ability to work effectively as part of a team
- Proficiency in Microsoft Office products
- Ability to exercise sound judgment and maintain confidentiality
Availability Requirements
- Open availability required including mornings evenings weekends and holidays
- Flexibility to work high-demand shifts particularly weekends
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!
EOE/AA/Disabled/Veterans
Why Join Us:
At Embassy Suites by Hilton Birmingham the Guest Services team is the heart of the guest experience. As a Guest Services Agent you are often the first and last point of contact for our guests setting the tone for a welcoming seamless and memorable stay. This role blends service excellence problem-solving and attention to detail in a fast-paced hospitality environment.
If you thrive on connecting with people enjoy multitasking and take pride in delivering outstanding service this is a great opportunity to grow within a globally respected hospitality brand.
Role Summary:
The Guest Services Agent is responsible for delivering a positive and professional guest experience throughout the guest journey from arrival to departure. This role handles guest registration check-in and check-out billing guest inquiries and service recovery while maintaining Hilton and Embassy Suites service standards.
Guest Services Agents serve as a knowledgeable resource for guests supporting hotel operations through accurate system use effective communication and proactive service.
Required Experience:
Unclear Seniority
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
Stay at Avatar Hotel Santa Clara, Tapestry Collection by Hilton and uncover the unexpected at our one-of-a-kind hotel. As part of Hilton's Tapestry Collection, we are perfect for guests seeking an uncommon experience and peace of mind.
