Guest Service Agent

Description

The Embassy Suites Milpitas Silicon Valley is looking for a customer service focused individual to join this dynamic team.  The ideal candidate would have a positive outgoing personality with experience in customer service or similar role.  This is a great opportunity for an individual looking to grow in the Hospitality industry.

A Guest Services 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. 

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 Range: $20.25-$20.25

Shift Pattern: Must have open availability to work a mixture of daytime and evening shifts which include weekends and holidays

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 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. 

Requirements

What are we looking for?

• At least 1 year hotel/hospitality experience in a fast paced environment, preferred, but willing to train someone with retail and/or customer service experience. 
• A multi-tasker, must be able to answer phones, respond to guests, check in/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. 
• The desire to grow a career within Hilton. 

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!