Guest Service Agent - Full Time at DoubleTree Suites by Hilton - Boston - Cambridge

Hilton; Boston (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Service Agent to join their team. In this role, you will be the first point of contact for guests, responsible for delivering outstanding service from check-in to check-out. You will utilize your communication skills to handle inquiries, resolve issues, and promote hotel services, ensuring every guest has a memorable experience. Join a company that values integrity, teamwork, and a commitment to excellence, and be part of a dynamic environment where your contributions truly matter.

Qualifications

• Strong passion for delivering exceptional guest experiences.
• Ability to handle guest complaints and resolve issues effectively.

Responsibilities

• Greet and register guests, ensuring a smooth check-in process.
• Assist guests with check-out procedures and manage payments.

Skills

Customer Service

Communication Skills

Problem Solving

Cash Handling

Upselling Techniques

Education

High School Diploma

Hospitality Management Degree

Tools

Point-of-Sale System

Computer Software

Job description

Guest Service Agent

A Guest Services Agent is responsible for greeting and registering guests, as well as checking guests out of the hotel, aiming to deliver outstanding guest service and ensure financial profitability.

What will I be doing?

As a Guest Services Agent, your responsibilities include:

1. Greeting guests and completing the registration process, including inputting and retrieving information from the computer, confirming guest details and room rates, selecting rooms, coding electronic keys, promoting marketing programs, providing welcome packets, and guiding guests to their rooms.
2. Assisting guests with check-out procedures, ensuring rooms and services are accurately billed, handling payments via the point-of-sale system, processing credit/debit cards, accepting various payment methods, converting foreign currency, making change, and managing gift certificates and cards.
3. Demonstrating thorough knowledge of hotel information such as room categories, rates, packages, promotions, and local area details to answer guest inquiries.
4. Using up-selling techniques to promote hotel services and maximize room occupancy.
5. Responding promptly and courteously to guest inquiries and requests, resolving issues effectively.
6. Handling guest complaints, conducting research, and negotiating solutions to ensure guest satisfaction.
7. Receiving, inputting, retrieving, and relaying messages to guests.

What are we looking for?

Founded in 1919, Hilton has been a leader in the hospitality industry, known for innovation, quality, and success. We seek team members who demonstrate our core values:

• Hospitality - Passion for delivering exceptional guest experiences.
• Integrity - Doing the right thing at all times.
• Leadership - Leading in our industry and communities.
• Teamwork - Collaborating effectively with others.
• Ownership - Taking responsibility for actions and decisions.
• Now - Operating with urgency and discipline.

Additionally, we value attributes such as quality, productivity, dependability, customer focus, and adaptability.

What will it be like to work for Hilton?

Hilton is a global leader in hospitality, offering a range of accommodations from luxury hotels to extended-stay suites. With nearly a century of service, Hilton is committed to providing exceptional experiences through its brands and dedicated team members. Our vision is “to fill the earth with the light and warmth of hospitality,” inspiring us to create remarkable experiences worldwide.

**Job:** Guest Services, Operations, and Front Office

**Title:** Guest Service Agent - Full Time at DoubleTree Suites by Hilton - Boston - Cambridge

**Location:** Not specified

**Requisition ID:** HOT0BL8V

**EOE/AA/Disabled/Veterans**