Guest Service Agent

Description

The New York Hilton Midtownis looking for a Guest Service Agent to join our Front Office Team.  

It's all about location in NYC and New York Hilton Midtown places you right in the heart of the action, within walking distance of a multitude of famous attractions, including Central Park, Radio City Music Hall, MOMA, and Broadway. Stop by the theater and transportation desk for tips, tickets, and travel in and around the city. 

The ideal candidate would have 2-3 years of experience in a similar role, knowledge of OnQ and experience working at a similar sized property.

Shift Pattern: Full availability is needed for this role

Pay Range: $32.87 - $43.83 per hour

What are the benefits of working for Hilton?

Hilton is recognized as the best hospitality workplace in the world and the #2 World’s Best Workplace by Great Place To Work US and Fortune!

We 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. Hilton offers its eligible team members a comprehensive benefits package including:  

• Access to your pay when you need it through DailyPay 
• Medical Insurance Coverage – for you and your family  
• Mental Health Resources 
• Best-in-Class Paid Time Off (PTO)   
• Go Hilton travel discount program  
• Supportive parental leave 
• Matching 401(k) 
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount 
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more) 
• Career growth and development  
• Team Member Resource Groups 
• Recognition and rewards programs 

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

As a Guest Service Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel.

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 the 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.

#LI-LG1

Requirements

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 this Hilton Worldwide Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative, forward-thinking hospitality leader by offering best-in-class products, services, and amenities to ensure that every guest feels cared for, valued and respected. From inaugural balls and international award galas to business events and personal moments, Hilton is where the world makes history, closes the deal, toasts special occasions, and gets away from it all.

Hilton Hotels & Resorts is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com. 

If you understand the importance of upholding a brand's reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.