Guest Service Agent

3 weeks ago

Hamilton, Canada Hampton Inn by Hilton Hamilton Full time

**Job description**

**POSITION AVAILABLE: GUEST SERVICE AGENT - FULL TIME**

**REPORTS TO**:GUEST SERVICES MANAGER**

**ADDRESS**: Hampton Inn by Hilton Hamilton 7 Queen Street North, Hamilton, ON L8R
2T9

**SUMMARY**:
Under the general guidance and supervision of the Guest Services Manager, the Guest
Service Agent is responsible to ensure guest satisfaction by dealing with guests in a pleasant, efficient, courteous, and professional manner, answering any questions and following up on requests promptly. It is also the responsibility of the Guest Service
Agent to efficiently handle any function of the front office at the reception desk.

Do you carry the hospitality gene, are you passionate about delivering an exceptional customer service experience and seeking an exciting change...this is it; We want to meet you.

**RESPONSIBILITIES**
- Accurately registers all guests arriving at the hotel in compliance with hotel credit and identification policy.
- Performs credit card verification and payment arrangements.
- Room block all VIP's, groups and special requests.
- Ensures that the VIP list and room service requisitions are accurate and complete, then distributes.
- Operates the Hilton front office Property Engagement Platform (PEP) / computer system, posts all guests charges and payments, incurred during the shift and balance shift totals by department to backup documents.
- Prepares guest keys using key envelopes and/or room slips.
- Ensures all guest registration cards and credit cards are correctly completed and filed by room number.
- Checks all credit cards using point-of-sale authorization terminals and cancellation bulletins and obtains authorization for those accounts which have exceeded house limits.
- Maintains cashier float as supplied, provides currency exchange for guests and efficiently prepares cash deposit/s.
- Reports overages and shortages on a shift basis. Responsible to present and/or return float intact upon request.
- Communicates with housekeeping team in order to address requests such as; early arrivals, late departures, day use rooms, unexpected departures, stay-overs and any room changes.
- Issues and controls safety deposit boxes to guests in accordance with hotel procedures.
- E-mails any delayed guest charge receipts (if requested).
- Make guestroom reservations and take all in-coming calls.
- Works to attain the best occupancy and average daily rate possible, assessing the guests needs with up-sell opportunities.
- Provides guestroom rates within parameters set by the Guest Service Manager.
- Reports to supervisors, any guest or security concerns.
- Records and enters all wake-up calls and ensures they are given at the correct time to the correct room.
- Reports any equipment malfunction, emergency situations or suspicious persons to the supervisor.
- Handle all guests’ inquiries or concerns efficiently and reports them to

Supervisor.
- Ensures guest satisfaction.
- The Guest Service Agent may be required to work as a night auditor from time
- to-time as per business needs.
- Other Tasks may be assigned.

**REQUIREMENTS**:

- 1year experience in Hotel Front Desk role is preferred
- Knowledge of Hilton systems (Property Engagement Platform/PEP or OnQ) is preferred
- Weekend availability and flexible working hours is a must
- Strong analytical abilities, detail oriented and able to multitask
- High school or college diploma in Hospitality or Tourism an asset
- Advanced knowledge of Excel & Microsoft Office

We are committed to providing employment accommodation in accordance with the
Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

**Salary**: From $17.55 per hour

**Benefits**:

- Extended health care
- Life insurance

Schedule:

- 8 hour shift

Work Location: In person

Expected start date: 2023-07-31

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