Guest Service Agent

Hilton Garden Inn Omaha Downtown/Old Market Area; Omaha (NE); On-site; USD 30,000 - 42,000; Full time

Job summary

Hilton Garden Inn Omaha Downtown/Old Market Area is seeking a Guest Service Agent to greet, check-in/out guests and provide courteous service in line with brand standards. You will handle registrations, process payments, make reservations and respond promptly to guest needs while maintaining EarthView sustainability guidelines and safety practices.

This on-site role requires a friendly demeanor and a commitment to guest satisfaction.

Qualifications

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

Responsibilities

• Greet guests immediately and assist with their needs.
• Register and assign guests to rooms.
• Process payments and balance registers.
• Make and confirm reservations.
• Transmit and receive messages using the PMS system.
• Respond to guest requests promptly.
• Address guest complaints and escalate to supervisor if needed.
• Secure guests' valuables in the hotel safe when applicable.
• Assist in breakfast area or luggage duties during peak periods.
• Ensure overall guest satisfaction and follow safety guidelines.

Skills

Customer service

Communication

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Front Desk Supervisor or Sales Coordinator - Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer to assist 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, if not available in guest rooms.
• 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 HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment 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.

Your Background and Skill

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

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It