Guest Service Agent

Hilton DC National Mall The Wharf; Washington (District of Columbia); On-site; USD 41,000 - 44,000; Full time

Benefits offered by this job

401(k) - with match!

Commuter Program

Vacation Pay

Job summary

Hilton DC National Mall The Wharf is seeking a Guest Service Agent to provide exceptional front desk service from reservation to departure. Responsibilities include addressing guest needs, handling requests and complaints, and promoting hotel outlets and seasonal promotions.

The role requires a high school diploma or better, excellent communication and teamwork, and a commitment to safety and smooth operations in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Excellent guest service and communication skills.
• Ability to respond to guest requests and complaints.
• Ability to work as part of a team in a fast-paced environment.
• Ability to follow policies and safety procedures.

Responsibilities

• Welcome and register guests expeditiously and process check-ins.
• Answer guest questions accurately and resolve problems promptly.
• Offer information on hotel services and seasonal promotions.
• Coordinate with other departments to ensure guest satisfaction.
• Post charges to guest accounts and maintain daily checklists.

Skills

Guest service

Communication

Teamwork

Problem solving

Education

High School or better.

Job description

Locations

• District Columbia
  480 L'Enfant Plaza SW
  Washington, DC 20024, USA
• District Columbia
  480 L'Enfant Plaza SW
  Washington, DC 20024, USA

Showing 1 location

• On-site
• Travel Required : No
• Rate : $30.25 per hour
• Front Office
• Full-Time
• Requisition #: GUEST008919

Description

Hourly Rate: $30.25/hour

A Guest Service Agent should provide our guests with excellent service at the front desk from making the reservation to departure. The Guest Service Agent should respond to guests needs, requests and complaints. The Guest Service Agent should also offer guest rooms, food & beverage outlets and seasonal hotel promotions.

ESSENTIAL SKILLS

• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
• Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers as part of a team.
• Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
• Ability to understand and carry out instructions in verbal, written or diagram form.
• Ability to understand Guests’ service needs.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
• Ability to interact with people, particularly in resolving complaints and problems.

JOB DUTIES

• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
• Check departing guests out of the hotel as per hotel procedures.
• Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
• Resolve guest problems and complaints.
• Offer guest rooms, food & beverage outlets and seasonal hotel promotions.
• Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
• Post charges to individual room or master account.
• Complete tasks on daily checklist.
• Communicate with other hotel departments to maintain a high level of guest satisfaction.
• Adhere to guest safe deposit box procedures.
• Adhere to policies regarding handling of employee’s cash bank.
• Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
• Offer Hilton Honors Rewards Program to guests.
• Process mail, messages, faxes and packages.
• Assist Guest Assistant Attendant as needed.
• Responsible for knowledge of groups and functions in the Hotel on a daily basis.
• Notify management of any pertinent information related to shift activities.
• Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Be a Team Player and encourage the teamwork attitude among staff.
• Attends department and inter-departmental meetings.
• Notify management of any pertinent information related to shift activities.
• Be knowledgeable in all hotel emergency procedures.
• Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
• Ensures total guest satisfaction.
• Follow supervisor’s instructions and performs other duties as directed or assigned.
• Assist in safety and maintenance by tracking items in HotSos for relevant department
• Receive advance deposits at the desk for future reservations and process as per policy.
• Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
• Vacation Pay
• Sick Pay
• Holiday Pay - 10 days!
• Life and AD&D
• Voluntary Life and AD&D
• Short-Term Disability
• Voluntary Long-Term Disability
• Voluntary Hospital Insurance
• Voluntary Critical Illness Insurance
• Voluntary Accident Insurance
• 401(k) - with match!
• Commuter Program

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Rarely.

STANDING/WALKING: Constantly on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Frequently. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Frequently. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Constantly.

CLIMBING: Occasionally.

LEG/FOOT USE: Constantly.

REACHING (OVERHEAD/EXTENSION): Constantly. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly.

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Frequently.

LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 25 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone in English.

HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone in English.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.

COMPENSATION

Pay Range: $30.25

BENEFITS

Our healthcare package includes medical, dental, vision and other benefits.

The Hilton DC National Mall is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to [e-mail] or call 202-484-1000 to let us know the nature of your request.

Travel Required

No .

Qualifications

Skills

Required

Critical Thinking Novice

Customer Service Novice

Preferred

Novice

Decision Making Novice

Detail Oriented Novice

Problem Solving Novice

Behaviors

Preferred

Dedicated : Devoted to a task or purpose with loyalty or integrity

Leader : Inspires teammates to follow them

Team Player : Works well as a member of a group

Thought Provoking : Capable of making others think deeply on a subject

:

Motivations

Preferred

Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization

Growth Opportunities : Inspired to perform well by the chance to take on more responsibility

Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals

:

Education

Required

High School or better.

Experience

Required

1 year: Hotel/hospitality experience

Preferred

1 year: Front Desk Experience

1-2 years: Customer Service Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.