Located in Edmonton’s vibrant government and arts district, the DoubleTree by Hilton Edmonton Downtown is a full-service hotel offering modern accommodations, flexible meeting space, and a focus on service excellence.
We are seeking a dedicated and enthusiastic Guest Service Agent to join our team.
In this role, you will be the first point of contact for our guests, providing exceptional customer service and ensuring a warm and welcoming atmosphere. You will serve as a continuing point of contact for our guests, clients and visitors throughout their stay, providing efficient, CARE-driven service and service recovery when required.
Your responsibilities will include managing front desk operations, assisting guests with inquiries, and facilitating a smooth check-in, check-out and in-house experience, and have a key attention to detail and able to “wow” our guests.
The ideal candidate will possess strong hospitality skills and a passion for delivering outstanding guest experiences.

REQUIREMENTS

• Only local candidates will be considered for this position.
• Previous experience as a Front Desk / Guest Service agent, ideally in Hilton branded properties is considered a strong asset.
• PEP PMS Experience is considered a strong asset.
• Strong customer service skills with a focus on guest satisfaction.
• Bilingual or multilingual abilities are highly desirable to cater to diverse clientele.
• Excellent communication skills, both verbal and written, with a professional demeanor.
• Ability to handle multiple tasks efficiently in a fast-paced environment while maintaining attention to detail.
  Please submit your resume and a brief cover letter outlining your experience in hotel sales and your approach to growing corporate business.
  We thank all applicants for their interest, however only those selected for an interview will be contacted.
  Job Type: Full-time
  Pay: From $17.00 per hour
  Work Location: In perso

• Uphold DoubleTree service culture and Hilton brand guidelines at all times.
• Greet guests warmly upon arrival and provide assistance with check-in and check-out procedures.
• Manage room reservations, modifications, and cancellations efficiently and accurately, ensuring accurate guest and guest request / preference information is recorded.
• Handle guest inquiries and request, be it in-person, by phone or by email, promptly providing information about hotel services, amenities, and local attractions.
• Enroll guests in Hilton Honors and promote this wonderful programs’ benefits. Assist with membership questions and offer insight as to current promotions.
• Recommend hotel services (including our Restaurant, Lounge, Patio, In-Room Dining offering) and local attractions, and upgrade options proactively with the guest and their needs and preferences in mind.
• Prepare shift close reports, cash drop documentation.
• Report lost & found items per procedure.
• Coordinate with housekeeping and maintenance to resolve room-related issues reported to the Front Desk, and ensure timely follow-up is provided to guests if they are in house.
• Communicate shift information to colleagues via shift pass-on, and other resources.
• Follow all safety, security, and emergency procedures in line with Government regulation and Brand / Company requirements.
• Address guest concerns promptly with empathy and follow-up. Escalate service recovery issues to supervisors as needed.
• Ensure all financial transactions are accurately recorded and posted.
• Manage billing inquiries and adjustments
• Use PEP PMS for all guest transactions and folio management. Update guest profiles, preferences, and memberships
• Maintain cleanliness and organization of the front desk area to create a welcoming environment.
• Operate multi-line phone systems efficiently, demonstrating excellent phone etiquette while addressing guest needs.
• Collaborate with other hotel departments to ensure seamless guest experiences and resolve any issues that may arise.
• Assist in managing guest relations to foster repeat business and enhance customer satisfaction.