Guest Services Agent

Suites by Hilton West Sacramento; United States; On-site; USD 23,000 - 32,000; Full time

Job summary

Suites by Hilton West Sacramento is seeking a Guest Service Agent to warmly check guests in and out, handle payments, and assist guests with information about local attractions and hotel services.

You will greet guests, resolve issues with empathy, and maintain accurate records of reservations and payments. A friendly, professional demeanor and ability to work varied shifts are essential.

Qualifications

• Minimum of six months in customer service, preferably hotel front desk.
• Must be flexible to mornings, evenings, weekends, holidays and overnight shifts.
• Exceptional customer service skills required.

Responsibilities

• Check in and check out guests courteously and efficiently; process payments per hotel requirements.
• Greet and assist guests during stay; resolve issues with urgency and empathy.
• Maintain knowledge of hotel features, services, hours, and room types.
• Ensure reservations are entered in the system and cashiering procedures are followed.
• Coordinate with departments to meet guest needs and requests.

Skills

Customer service

Communication

Guest relations

Cash handling

Job description

115 rooms |

Amenities: free hot breakfast, extended stay, in room kitchen, outdoor pool, fitness center, pet friendly.

Our hotel offers a welcoming, at-home experience just half a mile from Old Sacramento and the city's downtown attractions. Conveniently located 15 minutes from Sacramento International Airport and only one mile from the State Capitol, Golden 1 Center, and the Sacramento Convention Center, we provide the perfect blend of comfort and accessibility for both business and leisure travelers. Join our team and help create a stay worth returning to.

Pay Range: $16.90-$23.50

Job Title : Guest Service Agent

Department: Front Office/Guest Services

Supervision Exercised: N/A

Supervision Received: General Manager, Assistant Front Office Manager

Job Summary

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Guest Services & Operations

• Completes all daily front desk agent tasks
• Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.
• Resolve guest issues, complaints, and requests with a sense of urgency and empathy.
• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
• Maintain knowledge of all hotel features, services, hours of operation, room types
• Ensure all reservations that need to be made manually are in the system.
• Meets Hilton Honors enrollment goals by signing up guest during check-in.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times, Adhere to all cashiering procedures
• Meet with supervisor to review daily assignments and priorities.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

Administrative & Communication

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
• Follow up with guest requests/complaints

Position Disclaimer:This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

Minimum Requirements

• A minimum of one (6) months in customer service preferably in a hotel setting such as Hilton, Marriott, Hyatt or other hotel brand.
• Must have a flexible schedule and be available to work mornings, evenings, weekends, holidays and overnight shifts.
• Must have exceptional customer service skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for long periods; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements .