What are the responsibilities and job description for the Guest Service Agent position at Hilton Garden Inn Miami Airport West?
General Job Description
The hotel front desk agent is the first person to interact with guests, providing exceptional customer service. As the hotel ambassador, the front desk agent has a relatable personality and a great desire to work with people. You are responsible for maintaining and promoting hospitality at all times, welcoming and serving guests in a courteous and friendly manner.
Essential Functions
Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
Greet guests on every interaction using the 10/5 or 15/5 rule.
Ensure that all guests feel welcomed to the property.
Register guests and assign rooms.
Conduct check-out processes.
Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
Respond to phone calls, and retrieve guest mail, faxes and packages.
Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
Maintain a complete knowledge of: hotel features/services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
Attend team meetings and celebrations.
Follow all company and safety and security policies and procedures along with all other company policies.
Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
Education/Skill Requirements
High school graduate or GED completion.
Ability to communicate effectively and clearly.
Demonstrate good computer skills.
Accurately handle cash and post charges.
Hotel experience preferred but not mandatory, some customer service background required.
Ability to speak Spanish is a plus. Knowledge of computer terminology desired.
Must be willing and capable of passing Alcohol Compliance Certification during the first three months of employment.
Requires the ability to work varied shifts, including nights, weekends and holidays.
Time management skills.
Ability to communicate effectively with the public and other employees.
This private employer offers a Competitive Compensation, Benefits Package and Opportunity for Career Growth.
Benefits include:
- Healthcare Insurance (Medical, Dental & Vision)
- 401(k) Plan
- STD & LTD
- Life Insurance
- Wellness Program
- Vacation/Paid Time Off
- Tuition Assistance
- Discounted Hotel Room Rates
- Community Service Program