Guest Service Agent

Hilton - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Accommodation

About the position

The Guest Service Agent is responsible for greeting, registering, and servicing guests in a friendly and courteous manner, adhering to hotel and brand standards, as well as sustainability practices. This role is crucial in ensuring guest satisfaction and involves various tasks related to guest check-in and check-out processes, handling payments, and addressing guest requests and complaints.

Responsibilities

• Greet guests and offer assistance with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHMs EarthView program.
• Practice safe work habits and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Requirements

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.