Guest Services Coordinator - Hilton Cleveland Downtown

Hilton; Cleveland (OH); On-site; USD 10,000 - 60,000; Full time

Job summary

Hilton Cleveland Downtown seeks a Guest Services Coordinator to enhance guest experiences in a vibrant location near key attractions. This role involves processing guest registrations, handling inquiries, and demonstrating Hilton's core values such as hospitality and integrity, ensuring an exceptional stay for all guests.

Benefits

Go Hilton travel program

Access to pay through DailyPay

Employee stock purchase program (ESPP)

Maternity and parental leave

Debt-Free Education

Flexible shifts

Comprehensive Health Insurance

Mental health resources

Best-in-Class Paid Time Off (PTO)

401K plan with company match

Qualifications

• Availability to work AM, PM, weekends, and holidays required.
• Demonstrate integrity and a passion for hospitality.
• Ability to handle and resolve guest complaints effectively.

Responsibilities

• Greet guests and complete the registration process.
• Assist guests with check-out and payment processing.
• Field guest complaints and resolve issues swiftly.

Skills

Hospitality

Integrity

Leadership

Customer Focus

Adaptability

Job description

Hilton Cleveland Downtown is looking for a dedicated Guest Services Coordinator, to join their hardworking Front Office team!

We're in the heart of Downtown Cleveland, with the Rocket Mortgage Field House, Playhouse Square, and East 4th Street within a mile. Our hotel is connected to the Huntington Convention Center of Cleveland. We have an indoor pool, fitness center, and a top-floor bar with views of Lake Erie.

Availability:open availability required must be able to work AM, PM, Weekends and Holidays

Pay Rate:$19.50 per hour

Apply in minutes, right from your phone! A Hilton recruiter will reach out to you!

What are the benefits of working for Hilton?*

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through DailyPay
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
• Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
• Flexible shifts and days off
• Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
• Mental health resources including free counseling through our Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• 401K plan and company match to help save for your retirement

*Available benefits may vary depending upon property-specific terms and conditions of employment

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!