Guest Service Agent II - Hilton Norfolk The Main

Gold Key PHR; Norfolk (VA); On-site; USD 28,000 - 38,000; Full time

Job summary

A leading hospitality company seeks a Front Desk Clerk to ensure a seamless check-in and check-out experience for guests. This key position requires exceptional guest service, effective communication skills, and the ability to manage guest inquiries professionally. Ideal candidates will have a high school diploma and prior customer service or front desk experience.

Qualifications

• High School Diploma or equivalent required.
• Minimum 6 months experience as a front desk clerk or 1 year in a customer service role preferred.
• Proficiency in computer systems required.

Responsibilities

• Handle guest registration efficiently and courteously.
• Ensure guest satisfaction through effective communication.
• Navigate property management and reservation systems efficiently.

Skills

Exceptional guest service skills

Effective communication

Multitasking

Data entry

Education

High School Diploma or equivalent

Tools

Property management systems

Reservation systems (Expedia, Booking.com)

Job description

Overview

Proudly representing the hotel or resort from arrival to departure, this key position focuses on creating a seamless check-in and check-out experience, responding to inquiries courteously and professionally to maximize customer satisfaction.

Responsibilities

1. Handle guest registration efficiently and courteously, including check-ins and check-outs, following Gold Key|PHR standards and hotel policies for credit and cash handling. Ensure PCI compliance during guest communication.
2. Make and inventory guest room keys according to policy; request re-keying as necessary.
3. Exemplify gracious, welcoming, and professional behavior towards all staff and guests.
4. Ensure guest satisfaction through effective communication, accurately recording guest requests, responding to inquiries about hotel services, and managing work orders and response calls promptly.
5. Update pass down and communication logs to confirm completion of requests.
6. Perform other duties as assigned.
7. Navigate property management and reservation systems efficiently, including Expedia and Booking.com.
8. Identify and present opportunities to upgrade room nights.
9. Be knowledgeable about the property to answer questions regarding room types, amenities, outlet themes, menus, hours, and common inquiries.
10. Verify guest ID, confirmation number, and credit card details for accuracy regarding name, payment type, rate, and market segment.

Qualifications

• High School Diploma or equivalent required.
• Minimum 6 months experience as a front desk clerk or 1 year in a customer service role preferred.
• Ability to communicate effectively in English; second language is a plus.
• Ability to handle cash and credit transactions accurately.
• Exceptional guest service skills, with strong face-to-face and phone interaction abilities.
• Ability to multitask efficiently.
• Type at least 35 WPM; data entry experience preferred. Proficiency in computer systems required.