Guest Service Agent

at  Hilton

Guest Service Agent
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.

WHAT WILL I BE DOING?

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

• Maintain a high level of customer service awareness throughout your work.
• Have a positive work attitude and take the initiative to solve problems, always clearly communicating with guests or colleagues.
• Proactive in giving comments or suggestions that are beneficial to the operation and environment of the hotel.
• Proactively recommend hotel services and facilities to guests and suppliers.
• Do your job well and ensure the safety of yourself and others.
• Ensure the accuracy of all bill purchases and provide efficient checkout service for guests.
• If necessary, help guests book rooms, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again.
• Recognize Honorary Club members to ensure that members receive benefits, providing quality and professional services to them.
• Process check-ins according to the reservation, check-in information, Hilton Honors Club number and airline membership number, ensuring the integrity of the check-in form and that payment method is safe and valid.
• Input accurate and complete information into the hotel management system for everyone to share.
• Maintain customer profile and information to ensure the validity and accuracy of the reservation.
• Ensure to input guest file information into the public security system promptly.
• Know the latest information on the hotel’s surrounding areas, places of interest, scenery, etc., to provide convenience to customers.
• Communicate and cooperate effectively with all departments.
• Complete daily tasks of the Front Desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.
• Save cost and ensure inventory is not wasted.
• Accept cash, credit cards, vouchers, corporate or third-party payments and other services in strict accordance with hotel regulations.
• Quickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings, answering and responding to guests’ questions and requests quickly and accurately, including the operating time and location of all dining places.
• Use a warm tone of communication and greetings to make guests feel welcomed by the hotel.
• Accurately and promptly deliver information to customers and ensure customer privacy.
• Organize and store guest luggage and ensure its safety.
• Manage the convenience store and provide the corresponding items to guests according to the price requirement, as well as a variety of convenience items for guests to choose from.
• Carry out replenishment, update, and inventory in time according to the corresponding system to keep the goods on the shelves complete.
• Be familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel.
• Familiarize with the menu and beverage list to be able to explain to guests in detail.
• Understand dietary requirements and give appropriate advice.
• Learn about restaurant / bar dishes in order to recommend them to guests.
• Be familiar with all restaurant and hotel business hours.
• Recommend other attractive restaurants or places to guests.
• Strictly abide by the service standards in the preparation process of the restaurant.
• Clean the appropriate equipment on duty such as cutlery, porcelain, etc.
• Show good mental and professional appearance, greet guests at the door of the restaurant or bar at any time, and ask about customer satisfaction.
• Smile when showing customers to their seats, help to hang their coats and backpacks, and introduce yourself.
• Make sure to show guests to their seats and ask whether they prefer smoking or non-smoking areas.
• Meet guests’ requirements and immediately contact your supervisor or manager if you cannot answer guests’ questions.
• Deliver food, beverage, etc. to guest rooms in a timely and accurate manner, patrolling at least one floor per shift.
• Before the start of the shift, check the equipment to ensure its normal operation, contacting the engineering department if necessary.
• Make sure all areas are as clean as they were at the beginning of the meal.
• Greet guests with a smile as they enter or leave the restaurant, regardless of the service area.
• Put guest service first.
• In the process of work, always reflect on professional quality.
• Avoid using offensive or impolite language.
• Report any incidents to your supervisor or manager.
• Perform any other reasonable duties as assigned.
• The department reserves the right to change or supplement the job description if necessary.

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

• Maintain a high level of customer service awareness throughout your work.
• Have a positive work attitude and take the initiative to solve problems, always clearly communicating with guests or colleagues.
• Proactive in giving comments or suggestions that are beneficial to the operation and environment of the hotel.
• Proactively recommend hotel services and facilities to guests and suppliers.
• Do your job well and ensure the safety of yourself and others.
• Ensure the accuracy of all bill purchases and provide efficient checkout service for guests.
• If necessary, help guests book rooms, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again.
• Recognize Honorary Club members to ensure that members receive benefits, providing quality and professional services to them.
• Process check-ins according to the reservation, check-in information, Hilton Honors Club number and airline membership number, ensuring the integrity of the check-in form and that payment method is safe and valid.
• Input accurate and complete information into the hotel management system for everyone to share.
• Maintain customer profile and information to ensure the validity and accuracy of the reservation.
• Ensure to input guest file information into the public security system promptly.
• Know the latest information on the hotel’s surrounding areas, places of interest, scenery, etc., to provide convenience to customers.
• Communicate and cooperate effectively with all departments.
• Complete daily tasks of the Front Desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.
• Save cost and ensure inventory is not wasted.
• Accept cash, credit cards, vouchers, corporate or third-party payments and other services in strict accordance with hotel regulations.
• Quickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings, answering and responding to guests’ questions and requests quickly and accurately, including the operating time and location of all dining places.
• Use a warm tone of communication and greetings to make guests feel welcomed by the hotel.
• Accurately and promptly deliver information to customers and ensure customer privacy.
• Organize and store guest luggage and ensure its safety.
• Manage the convenience store and provide the corresponding items to guests according to the price requirement, as well as a variety of convenience items for guests to choose from.
• Carry out replenishment, update, and inventory in time according to the corresponding system to keep the goods on the shelves complete.
• Be familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel.
• Familiarize with the menu and beverage list to be able to explain to guests in detail.
• Understand dietary requirements and give appropriate advice.
• Learn about restaurant / bar dishes in order to recommend them to guests.
• Be familiar with all restaurant and hotel business hours.
• Recommend other attractive restaurants or places to guests.
• Strictly abide by the service standards in the preparation process of the restaurant.
• Clean the appropriate equipment on duty such as cutlery, porcelain, etc.
• Show good mental and professional appearance, greet guests at the door of the restaurant or bar at any time, and ask about customer satisfaction.
• Smile when showing customers to their seats, help to hang their coats and backpacks, and introduce yourself.
• Make sure to show guests to their seats and ask whether they prefer smoking or non-smoking areas.
• Meet guests’ requirements and immediately contact your supervisor or manager if you cannot answer guests’ questions.
• Deliver food, beverage, etc. to guest rooms in a timely and accurate manner, patrolling at least one floor per shift.
• Before the start of the shift, check the equipment to ensure its normal operation, contacting the engineering department if necessary.
• Make sure all areas are as clean as they were at the beginning of the meal.
• Greet guests with a smile as they enter or leave the restaurant, regardless of the service area.
• Put guest service first.
• In the process of work, always reflect on professional quality.
• Avoid using offensive or impolite language.
• Report any incidents to your supervisor or manager.
• Perform any other reasonable duties as assigned.
• The department reserves the right to change or supplement the job description if necessary

A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• College degree or above.
• 1-2 years working experience in hotel Catering or Front Desk.
• Able to use computing equipment to accurately perform all kinds of data calculations.
• Good command of English, able to listen and communicate effectively in English to meet business needs.
• Good command of hotel computer systems.
• Good at dealing with guest relations, able to deal with various problems effectively and quickly.
• Improve guest satisfaction with strong interpersonal skills.
• Strong learning ability and able to work under strong pressure