MUST BE AVAILABLE TO WORK WEEKENDSTitle: Guest Service Agent Job Description: Ensures hotel guest satisfaction and revenues are optimized through check-in, check-out and attentive coordination of hotel services for the guestTypical Work Conditions: Located in the Lobby of the HotelEquipment Used:Computer, key machine, printer, luggage cart, telephone, fax, copier, phone consoleKnowledge/Training: Fluent English, read and write necessary2nd language helpfulCustomer service experience helpfulPrevious front desk experience helpful Brand experience helpful Essential Tasks:Registers guests in and out of the hotel in a prompt, courteous and timely mannerUpsells hotel rooms according to standardPrepares for group check in/out and responds to hotel service requestsProcesses customer payments according to established policies and proceduresResponsible for balancing drawer at end of shiftHandles all incoming phone callsNotifies supervisor of incidents that affect normal business operations or guest servicesBook guest reservationsSelling and upselling rooms to “walk-in” customers Maintaining daily logsBalancing shift work and cash drawersListening for or anticipating and responding to guest complaints. Use established greeting when answering the phone or meeting guests in personPromote, answer questions about, and enroll in Hilton’s Honors programHandle guest complaints and pass on to Manager or Supervisor if you unable to handle it.Review Front Office logbook daily to monitor all activitiesMaintaining updated information on room availability, reservations and guest messages through KIPSU Review SALT, Trip Advisor, for Alerts, and either respond, or reach out to next Manager or Supervisor who comes on shift. Review CRM report for all guest requests