Guest Service Agent
- Kitty Hawk, NC
- $15.00 per hour
- Permanent
- Full-time
- Compensation: $15.00+ per hour (commensurate with experience)
- Paid Vacation
- Paid Birthday
- Time and a half pay for Holidays! (Easter, Thanksgiving, Christmas)
- Medical, Dental, and Vision plans
- 401K Plan - Company matches up to 3%
- Team Member Travel Program - highly discounted rates at Hilton Brand hotels
- YMCA Corporate Discount
- Monthly & Quarterly Incentives
- Seasonal Bonuses
- Continued Education Sponsor - Employees can earn Hospitality & Tourism certificates at local Community College
- Employee Recognition and Appreciation Program
- Employee Meal Program (Your meal is FREE if you're on the clock!) and other Restaurant Discounts
- Answer phones, make and confirm reservations. Have knowledge of room locations, descriptions, availability and room rates. Use proper telephone etiquette. Confirm and set wake up calls.
- Retrieve mail, small packages, send and retrieve faxes, make copies, file, stamp outgoing mail, take and deliver messages.
- Work closely with housekeeping and maintenance departments to update room status and coordinate maintenance requests via Radio and/or HelloShift.
- Respond to guest complaints such as price conflicts, maintenance issues, and room location/availability issues. Listen and assist guests in a resolution that is acceptable using service recovery tools, if necessary. Research customer service recovery options to choose the best solution to solving the problem. Direct guests to managers when necessary.
- Perform cashier related functions such as posting charges, collecting payments, closing accounts, making change for guests and balancing a cash drawer. Adhere to all credit card, check, and cash handling policies and procedures.
- Knows all safety procedures, remaining calm and alert during emergency situations and during heavy hotel activity. Required to follow all security and privacy procedures to protect guest information.
- Process guest checkouts.
- Clean and maintain lobby and common areas.
- Provide area information to guests such as directions, attraction details, transportation requests, and local area recommendations.
- Understand that the hospitality business functions seven days a week, twenty-four hours a day, and that schedules must accommodate fluctuating business demand, sometimes requiring employees to move from their accustomed shifts or requiring overtime. A hospitable service atmosphere must be projected at all times.
- Carry out all reasonable requests by management.
- Work as a team with co-workers to complete check lists and daily duties.
- Maintain a professional working relationship with all departments within the hotel.
- Will communicate any pertinent information with other shifts and department managers as necessary
- Ability to effectively deal with customers both on site and over the telephone who may require a high level of patience. Use tact and diplomacy to resolve complaints and defuse anger.
- Basic mathematical and calculator skills.
- Ability to operate office equipment such as photocopier, fax machine, and multiline telephone.
- Ability to access and accurately input information into a computer system.
- Ability to stand, walk, sit, climb stairs, and occasionally lift or carry items.
- Compliance with hotel grooming and uniform policies.
- Must be capable of how to read, write, and speak English fluently.