Guest Services Agent

Seeking energetic, well organized, well spoken Hotel Guest Services Agent for Hilton Hotel.

Candidate must be able to pass background and drug screen.

Candidate must be able to work flexible schedule to include days, nights, weekends and holidays.

www.cherrycove.com/careers

FLSA: Non-Exempt. Part-time position is eligible for holiday premium and sick leave

Job Summary: The Guest Service Agent is an hourly position and reports directly to the Front Office Supervisor. Position is responsible for the overall check-in and check-out experience of our guests       

Essential Functions: 

 Front Desk Operations:

1. Greets customers immediately with a friendly and sincere welcome, using a positive and articulate speaking voice
2. Demonstrates a commitment to guest service by proactively responding to guest needs and delivering excellent customer service
3. Actively listens to customer requests and responds professionally and appropriately; ensures prompt resolution of pricing conflicts, stay inconveniences, etc.
4. Completes the registration process in an accurate, timely, and courteous manner
5. Provides welcome packet containing room key, tokens of appreciation, gifts, etc. to guests
6. Promptly and courteously answers the telephone, capturing and relaying messages in an accurate and timely manner
7. Accepts and records vouchers, credit cards, traveler’s checks, and other forms of payment
8. Assists guests with check-out payments or charges
9. Ensures rooms and services are correctly accounted for on guest’s statement
10. Responds to e-mail requests in a timely and professional manner
11. Completes all aspect of front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities, and computer systems
12. Completes and maintains financial control procedures for cash, vouchers, inventories, and receivables and strictly complies
13. Maintains key control and lost-and-found and follows procedures for both
14. Ensures guest’s ledgers are accurate and monies owed are collected for stay and services
15. Retrieves and delivers mail, packages, and facsimiles in a timely manner
16. Other duties as assigned 

Safety and Security: 

1. Coordinates with local health, safety, fire, and building inspectors to ensure compliance with all applicable codes and regulations
2. Recognizes, reports, and corrects conditions which may create security and safety hazards
3. Understands and adheres to policies and procedures for the hotel’s key control system

 Required Knowledge, Skills, and Abilities:

1. Excellent customer service skills 
2. Ability to exercise good judgment
3. Ability to read, listen, and communicate effectively in English
4. Ability to multitask
5. Proficient in computer and Microsoft applications
6. Ability to complete Brand required training within Brand specified timeframe
7. CPR Certification

Education and Experience: 

1. High school diploma/GED
2. Prior experience in customer service, preferred  

Physical and Environmental Conditions:

1. Must be able to stand and walk for long periods of time, and be able to bend at the waist and stretch above the head 

Due to the nature of the position, you can expect to standup the majority of the time. Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting or training rooms, and residences. Use of safe work place practices is required. 

The above only provides a general description of the position. It is neither intended nor represented as providing a fixed and/or complete list of its duties, skills, efforts, responsibilities or working conditions. Management has the right at any time to change these duties or description herein.

 The Cherry Cove Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Pursuant to the Americans with Disabilities Act (ADA), the Amendments Act of 2008 (ADAAA), Titles I and II of the ADA of 1990, and Sections 503 and 504 of the Rehabilitation Act of 1973, The Cherry Cove Group will not discriminate against any employee or applicant for employment because of a physical or mental impairment with regard to any position or program for which that person is qualified.