A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hilton marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Requires continual standing and movement throughout front office area.
Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
No prior experience required. Prior hospitality experience preferred.
All employees must maintain a neat, clean and well groomed appearance (specific standards available).
Applicants with additional language skills preferred.
Medical, Dental, Vision
Short Term Disability & Long Term Disability
Free Group Life Insurance
Supplemental Life Insurance
Vacation, Personal Days
401k + Matching
Hilton Team Member Travel Discount!
Crescent Hotel & Resorts Travel Discount!
Pet Insurance, Identity Theft Protection, Accident Insurance
and much more!
Dedicated - Devoted to a task or purpose with loyalty or integrity
Innovative - Consistently introduces new ideas and demonstrates original thinking
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Growth Opportunities - Inspired to perform well by the chance to take on more responsibility
Self-Starter - Inspired to perform without outside help
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
1 years: Front Desk Experience (preferred)
1 years: Hotel Experience (preferred)
2 years: Customer Service (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
EOE/AA/Disabled/Veterans Crescent Hotels & Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Crescent Hotels & Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.