A Guest Services Agent with Embassy Suites Hotels is responsible for greeting and registering guests, providing prompt and courteous service, checks guest out of the hotel, resolves guest challenges throughout their stay, upgrades guests as required, promotes hotel services, amenities and upsells products to guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will it be like to work for this Hilton Worldwide Brand?

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay«, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Evening Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites.

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

If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Hotels.

What will I be doing?

As a Guest Services Agent you will be responsible for greeting and registering guests, providing prompt and courteous service, checks guests out of the hotel, resolves guest challenges throughout their stay, upgrades guests as required, promotes hotel services, amenities and upsells products to 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:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens and understands requests, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, event, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results, listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons Bell services team members to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
• Operates various office machines.

 Pay Range: The hourly rate is $17.00-$21.25 per hour and is based on applicable and specialized experience and location.