A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.
What will I be doing?
As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:
Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
Demonstrate a high level of customer service at all times
Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Follow company brand standards
Assist other departments, as necessary
What are we looking for?
Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous experience in a customer-focused industry
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Excellent grooming standards
Calm, efficient, and organized with great attention to detail
Ability to multi-task while maintaining a positive attitude when working with a Guest
Professional manner with an emphasis on hospitality and guest service
Ability to work on your own and as part of a team
Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in cash handling
Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
Conflict resolution experience
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!
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Career development techniques are strategies and activities that individuals can engage in to enhance their skills, knowledge, and opportunities for professional growth. Here are some effective career development techniques to consider:
Set Clear Goals: Define short-term and long-term career goals. Having clear objectives will help you stay focused and motivated.
Self-Assessment: Reflect on your strengths, skills, interests, and values. Understand your personal and professional preferences to make informed career decisions.
Continuous Learning: Pursue ongoing education and skill development. Take courses, attend workshops, webinars, and seminars to stay current in your field.
Networking: Build a strong professional network by attending industry events, joining online communities, and connecting with colleagues and mentors.
Mentorship and Coaching: Seek guidance from experienced professionals who can provide valuable insights, advice, and support.
Job Rotation: Explore different roles within your organization to gain diverse experience and broaden your skill set.
Cross-Functional Projects: Collaborate with colleagues from other departments or teams to develop a deeper understanding of the organization and expand your skills.
Leadership Development Programs: Participate in programs designed to nurture leadership skills and prepare you for higher responsibilities.
Online Presence: Build a strong online presence through platforms like LinkedIn to showcase your expertise and connect with professionals in your field.
Volunteer and Pro Bono Work: Offer your skills to nonprofit organizations or volunteer for projects that align with your career goals.
Personal Branding: Define your unique value proposition and personal brand to differentiate yourself in the job market.
Public Speaking and Presentation Skills: Improve your communication skills by practicing public speaking and giving presentations.
Career Workshops and Seminars: Attend workshops and seminars on topics like resume building, interview skills, and job search strategies.
Industry Certifications: Obtain relevant certifications that demonstrate your expertise and commitment to your field.
Skill Showcasing: Create an online portfolio, blog, or website to showcase your projects, accomplishments, and skills.
Read and Stay Informed: Keep up with industry trends and developments by reading books, articles, and research relevant to your field.
Time Management: Develop effective time management skills to prioritize tasks and maximize productivity.
Goal Tracking: Regularly review your progress toward your career goals and adjust your strategies as needed.
Embrace Challenges: Take on challenging projects that push you outside your comfort zone and help you acquire new skills.
Feedback and Self-Reflection: Seek feedback from supervisors, peers, and mentors to identify areas for improvement. Engage in self-reflection to assess your growth and areas of development.
Remember that career development is a continuous process. It's important to tailor these techniques to your individual needs, preferences, and career goals. Regularly assessing your progress, adapting to changes in your industry, and being open to new opportunities will contribute to your ongoing professional growth.