Guest Services Representative

Hotel Equities

Harrisburg (Dauphin County)

On-site

USD 12,000 - 21,000

Full time

2 days ago

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Benefits offered by this job

Team Driven Culture

Medical/Dental/Vision

Vacation & Holiday Pay

Same-day pay

Employee Assistance Program

Career Growth / Manager Training

Hotel employee discounts

401(k) with company match

Flexible schedule

Life insurance

Parental leave

Referral program

Job summary

Hotel Equities, a renowned hospitality management company, seeks a Guest Service Agent for the Hilton Harrisburg in Harrisburg, PA. You will warmly greet guests, register and assist during their stay, and help resolve issues with a focus on service excellence.

Key duties include handling check-ins/outs, promoting Hilton services, and coordinating with team members to ensure guest satisfaction. The role requires strong communication and basic computer skills.

Qualifications

Ability to effectively deal with internal and external guests with tact and diplomacy.
Clear English communication, both spoken and written.
Ability to input information accurately using a computer system.
Good basic calculator skills for transactions and balancing amounts.

Responsibilities

Greet and register guests, provide prompt, courteous service.
Assist with check-out and resolve guest issues during stay.
Promote hotel services, amenities, and upsell products.
Input guest information and manage room assignments and keys.
Handle guest inquiries by phone or text and relay messages to team.

Skills

Customer service

English proficiency

Computer input

Calculator skills

Education

High School Diploma or equivalent

Job description

Pay Range

Starting from USD $15.00/Hr.

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Agentfor the Hilton Harrisburg in Harrisburg, PA

POSITIONS SUMMARY:

GREET AND REGISTER GUESTS, PROVIDE PROMPT AND COURTEOUS SERVICE. CHECK GUESTS OUT OF THE HOTEL. RESOLVE GUEST CHALLENGES THROUGHOUT THEIR STAY IN OUR HOTEL. UPGRADE GUESTS, AS REQUIRED. PROMOTE HOTEL SERVICES, AMENITIES AND UPSELLS PRODUCTS TO THE GUESTS.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

THEPOSITIONREQUIRESPERFORMINGTHEFOLLOWINGESSENTIALJOBFUNCTIONS,WITHORWITHOUTREASONABLE ACCOMMODATION.

COMPLETES THE REGISTRATION PROCESS BY INPUTTING AND RETRIEVING INFORMATION FROM A COMPUTER SYSTEM, CONFIRMING PERTINENT INFORMATION INCLUDING NUMBER OF GUESTS AND ROOM RATE. MAKES APPROPRIATE SELECTION OF ROOMS BASED ON GUEST NEEDS. CODES ELECTRONIC KEYS. PROMOTES AND ADMINISTERS HILTON MARKETING PROGRAMS SUCH AS HILTON HONORS, FOR ARRIVING GUESTS. PROVIDES WELCOME PACKET CONTAINING ROOM KEYS AND ANY PROMOTIONAL ITEMS TO GUEST.
ENSURES ROOMS AND SERVICES ARE CORRECTLY ACCOUNTED FOR WITHIN GUEST STATEMENT. PROPERLY ACCOUNTS FOR SERVICES PROVIDED BY THE HOTEL. ASSISTS GUESTS WITH CHECK OUT PAYMENTS OR CHARGES.
GREETS CUSTOMERS IMMEDIATELY WITH A FRIENDLY AND SINCERE WELCOME. USES A POSITIVE AND CLEAR SPEAKING VOICE, LISTENS TO UNDERSTAND REQUESTS, RESPONDS WITH APPROPRIATE ACTION AND PROVIDE ACCURATE INFORMATION SUCH ON OUTLET HOURS, SPECIAL VIP PROGRAMS, EVENTS, ETC.
RECEIVES SPECIAL REQUESTS FROM GUESTS, AND RESPONDS APPROPRIATELY.
PROMPTLY ANSWERS TELEPHONE AND TEXT INQUIRIES. INPUTS MESSAGES INTO THE COMPUTER AND ADVISES OTHER TEAM MEMBERS OF SPECIAL GUEST NEEDS. RETRIEVES MESSAGES AND COMMUNICATES THE CONTENT TO THE GUEST. RETRIEVES MAIL, PACKAGES AND FACSIMILES OR OTHER SPECIAL ITEMS FOR CUSTOMERS AS REQUESTED.
FIELDS GUEST COMPLAINTS, CONDUCTING THOROUGH RESEARCH TO DEVELOP THE MOST EFFECTIVE SOLUTIONS AND NEGOTIATE RESULTS. LISTENS AND EXTENDS ASSISTANCE IN ORDER TO RESOLVE PROBLEMS SUCH AS PRICE CONFLICTS, INSUFFICIENT HEATING OR AIR CONDITIONING, ETC. REMAINS CALM AND ALERT ESPECIALLY DURING EMERGENCY SITUATIONS AND HEAVY HOTEL ACTIVITY. PLANS AND IMPLEMENTS DETAILED STEPS BY USING EXPERIENCED JUDGMENT AND DISCRETION.
DUE TO THE NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES ARE REQUIRED TO WORK VARYING SCHEDULES, INCLUDING OVERNIGHT SHIFTS, TO REFLECT THE BUSINESS NEEDS OF THE HOTEL.

OTHER DUTIES

REMAINS CALM AND ALERT, ESPECIALLY DURING EMERGENCY AND/OR HEAVY HOTEL ACTIVITY, AND RESOLVE COMPLICATIONS SUCH AS LOCATION CHANGES OR CREDIT ISSUES.
PROVIDES SAFETY DEPOSIT BOXES FOR GUEST.
OPERATE VARIOUS OFFICE MACHINES.
ASSIST WITH OTHER DUTIES AS DIRECTED INCLUDING, BUT NOT LIMITED TO, WATER SERVICE, LUGGAGE STORAGE, AND VALET TRAFFIC FLOW.

PLEASE NOTE THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE FOR THIS JOB. DUTIES, RESPONSIBILITIES, AND ACTIVITIES MAY CHANGE AT ANY TIME WITH OR WITHOUT NOTICE.

REQUIRED KNOWLEDGE/ SKILLS/ ABILITIES

ABILITY TO EFFECTIVELY DEAL WITH INTERNAL AND EXTERNAL CUSTOMERS, SOME OF WHOM WILL REQUIRE HIGH LEVELS OF PATIENCE, TACT AND DIPLOMACY TO DEFUSE ANGER, COLLECT ACCURATE INFORMATION AND RESOLVE CONFLICTS.
ABILITY TO READ, LISTEN AND COMMUNICATE EFFECTIVELY IN ENGLISH, BOTH VERBALLY AND IN WRITING.
ABILITY TO ACCESS AND ACCURATELY INPUT INFORMATION USING A MODERATELY COMPLEX COMPUTER SYSTEM.
CONSIDERABLE SKILL IN THE USE OF A CALCULATOR TO PERFORM MODERATELY COMPLEX MATHEMATICAL CALCULATIONS WITHOUT ERROR.

DESIRED SOFTWARE PROFICIENCIES:NON E

SUPERVISORY RESPONSIBILITIES: NONE

EDUCATION /EXPERIENCE:

HIGH SCHOOL DIPLOMA OREQUIVALENT PREFERRED.
1 - 2 YEARS OF PRIOR GUEST SERVICE EXPERIENCE ARE PREFERRED. PRIOR HOSPITALITY EXPERIENCE ALSO PREFERRED.

PHYSICAL REQUIREMENTS

THE INDIVIDUAL HOLDING THIS POSITION MUST BE ABLE TO EXPLAIN AND DEMONSTRATE THAT HE OR SHE CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB, WITH OR WITHOUT REASONABLE ACCOMMODATION, USING SOME OTHER COMBINATION OF SKILLS AND ABILITIES:

FREQUENCY KEY: NEVER – 0 HOURS; RARE – UP TO 1 HOUR; OCCASIONAL – 1-3 HOURS; FREQUENT – 3-6 HOURS; CONSTANT – 6-8 HOURS

SITTING RARE WALKING OCCASIONAL CLIMBING STAIRS RARE CROUCHING/BENDING/STOOPING FREQUENT REACHING FREQUENT GRASPING CONSTANT PUSHING/PULLING OCCASIONAL NEAR VISION CONSTANT FAR VISION CONSTANT HEARING CONSTANT TALKING CONSTANT SMELL RARE TASTE NEVER LIFTING/CARRYING(# LBS) FREQUENT – UP TO 50 LBS. TRAVEL RARE

MATERIALS /EQUIPMENT USED: