Complex Guest Service Agent - Hilton Portland Downtown and the Duniway

Hilton Worldwide, Inc.; Portland (OR); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in hospitality is seeking a Complex Guest Service Agent to join its dynamic team. This role involves providing exceptional customer service at the front desk, ensuring guests have a memorable experience. With a focus on teamwork, integrity, and adaptability, you will greet guests, manage check-ins and check-outs, and address inquiries or complaints. Enjoy great perks like discounted travel, health benefits, and a supportive work environment that fosters personal and professional growth. If you are passionate about hospitality and eager to learn, this is the perfect opportunity for you!

Benefits

Free Meals During Shifts

Discounted Room Rates

Go Hilton Travel Program

Access to DailyPay

Employee Stock Purchase Program

Maternity and Parental Leave

Debt-Free Education

Flexible Shifts

Comprehensive Health Insurance

Best-in-Class Paid Time Off

Qualifications

• 1 year of customer service experience is required.
• Demonstrated ability to handle guest complaints effectively.

Responsibilities

• Greet and register guests, ensuring a smooth check-in process.
• Assist with check-out and handle payments accurately.
• Resolve guest inquiries and complaints in a timely manner.

Skills

Customer Service Experience

Problem Solving

Adaptability

Teamwork

Education

High School Diploma or Equivalent

Tools

Point-of-Sale System

Job description

The Hilton Portland and the Hilton Duniwa are looking for their next Complex Guest Service Agent to join their dynamic team at the front desk! If you have a passion for customer service experience and want to learn and grow in the hospitality industry, this is the perfect opportunity! Come enjoy great perks like free meals during shifts, a robust benefits plan and discounted room rates for you and your family at Hilton Hotels!

Minimum Requirements:
1 year of prior customer service experience required.
Shift Pattern: open availability required including weekends/holidays, anticipate this role to be mostly afternoon/evening shifts.
Hourly Rate: $20.00 per hour plus upsell incentives paid out monthly.

The Benefits

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through DailyPay
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
• Maternity and parental leave
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
• Flexible shifts and days off
• Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
• Mental health resources including free counseling through our Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• 401K plan and company match to help save for your retirement
  **Available benefits may vary depending upon property-specific terms and conditions of employment

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!