Guest Service Agent

Role Overview

Guest Service Agent at Hilton. Location not specified in the source.

Role Purpose

To deliver exceptional guest experiences by managing check-in and check-out processes, providing comprehensive hotel and local knowledge, and resolving guest requests with care and urgency.

Key Responsibilities

Guest Welcome & Check-In

• Greet guests upon arrival with a warm welcome.
• Complete the check-in process, including verifying details, assigning rooms, and issuing keys.
• Provide welcome materials and bell service assistance.

Guest Departure & Payment Processing

• Process guest departures by verifying charges and handling payments.
• Issue receipts and use the point-of-sale system accurately.

Guest Service & Support

• Respond to guest requests and resolve concerns with care and urgency.
• Effectively manage messages and communications.

Hotel & Local Knowledge

• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, and promotions.
• Provide local area information to assist with guest inquiries.

Revenue Optimization

• Use up-selling techniques to recommend hotel amenities.
• Maximize room and service revenue opportunities.