Overnight Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley

Hilton Worldwide, Inc.; Milpitas (CA); On-site; Full time

Job summary

Embark on an exciting career with Hilton as an Overnight Guest Service Agent at the Embassy Suites in Milpitas. This role focuses on delivering exceptional customer service, welcoming guests, and handling hotel operations efficiently during the night. If you have a passion for hospitality and a desire to grow in this field, we would love to have you on our team.

Benefits

DailyPay

Mental Health Resources

Best-in-Class Paid Time Off (PTO)

Go Hilton travel discount program

Career growth and development

Recognition and rewards programs

Qualifications

• At least one year of customer service experience required.
• Open availability to work a mixture of daytime and evening shifts.

Responsibilities

• Greet and register guests, handle check-ins and check-outs.
• Respond to guest inquiries, resolve issues in a timely manner.
• Promote hotel services and perform administrative tasks.

Skills

Customer Service

Communication in English

Multitasking

Team Player

Sense of Urgency

Tools

OnQ system

Job description

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Job Description - Overnight Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley (HOT0BOM8)

Job Description

Overnight Guest Service Agent - Embassy Suites by Hilton Milpitas Silicon Valley (

Job Number:

HOT0BOM8 )

Work Locations

Work Locations

: Embassy Suites Milpitas Silicon Valley 901 Calaveras Blvd. Milpitas 95035

The Embassy Suites Milpitas Silicon Valley is looking for a customer service focused Overnight Guest Service Agent to join their dynamic team! This is a great opportunity for an individual looking to grow in the Hospitality industry. We are a 267-room hotel off I-680, 11 miles from Silicon Valley and San Jose. We’re 10 minutes from the Great Mall and 20 minutes from Levi’s Stadium.

Hourly Rate Range: The hourly rate for this role is $20.25 and is based on applicable and specialized experience and location.

The ideal candidate will possess:

• At least one (1) year of customer service experience is required
• At least one (1) year of hotel/hospitality experience in a fast-paced environment is preferred
• Ability to effectively communicate in English
• Ability to multitask and work under pressure
• Ability to answer phones, respond to guests, checkin/out guests at any given moment
• Friendly, positive can-do attitude and a team player
• Able to respond to guests' requests with a sense of urgency
• Open availability to work a mixture of daytime and evening shifts which include weekends and holidays is required
• Experience with OnQ system for Front Desk is an asset
• The desire to grow a career within Hilton

What will I be doing?

An Overnight Guest Service Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's while delivering great and caring service to our guests 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 via Kipsu.
• Be a Champion of Service for our guests utilizing our HEART model.
• Be a driver of great SALT scores (guest satisfaction survey.)
• Manage and maintain Lobby area to ensure it is clean and tidy for our guests.
• Must be able to work evenings shifts, weekends, and holidays.

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
• Customer Focus

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.

The Benefits – Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work .We support the mental and physical wellbeing of all Team Members so they can Thrivepersonally and professionallyin a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

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Job

Job

: Guest Services, Operations, and Front Office