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Hilton Columbus | Guest Service Agent

Hilton Columbus at Easton

Full-time.

POSITION PURPOSE:
Ensure a high level of service, while performing check-in/out functions, processing payments, or providing hotel guests with hotel information or tourist information while maintaining the Hilton Columbus’ standard of quality. Answer internal and external telephone calls in a friendly, courteous, and professional manner. Actively coordinate communications within the hotel including emergency procedures, alarms, and life safety, acting as a liaison to all appropriate local emergency services.

ESSENTIAL FUNCTIONS:
–Perform guest check-in services in a courteous and efficient manner as set forth by Hilton Columbus Standards: to include greeting guest with a smile, confirming reservation and rate, assigning room and key card, obtaining method of payment, communicating hotel services and amenities, and finally wishing guest a pleasant stay.
–Perform check-out services in a courteous and efficient manner: to include inquiring about their stay, making any necessary adjustments, collecting payment or verifying direct billing, collecting the room key, obtaining bell service for luggage assistance, and finally wishing guests a warm “farewell.” Maintaining, teaching, coaching of mystery shop standards.
–Complete shift check list to include all reports mentioned therein. Maintain continuity /communication between shifts. Ensure distribution of messages, mail, and faxes to guests. Complete reservations for guests that include, but are not limited to: airline reservations, theatre, sports, overnight shipping etc. while always promoting our hotel first.
–Recognize guests with a friendly greeting. Anticipate guests’ complaints, develop the most effective solution, and handle guests’ concerns immediately and confidently. Follow the 15-5 Rule, and use of guests name.
–Use HOTSOS to expedite guest requests.
–Follow proper cash handling procedures as outlined in the Hilton Columbus Standards. Responsible for all moneys issued by accounting.
–Monitor and maintain systems for room inventory control to ensure maximum occupancy and room rates while preserving good relations with the hotel guests. –Up sell hotel services to maximize revenue whenever possible.
–Ensure all displays are in proper place and fully stocked. Ensure there are enough informational brochures on hand in the main lobby. Check cleanliness and supply level of business center and assist guest with their needs and requests.
–Manage dry cleaning by receiving paperwork from vendor. Charging correct amount and having paperwork end up in night audit box. Handle any complications that surface between guest and vendor.
–Ensure confidentiality, security and safety of hotel guests regarding Front Desk communications at all times.
–Answer in-coming (from outside the hotel) calls using the provided script in a friendly and professional manner. Respond by relaying guest calls to the requested extension by using appropriate security procedures, or by providing requested information. All in-coming calls to be answered and faxes delivered within the set time limit as per the Hilton standards.
–Answer in-house calls by using the provided script in a friendly and professional manner. Record guest special requests on daily log. Relay requests to the appropriate department and complete a follow up call according to the guidelines set in the Hilton Columbus standards.
–Transcribe complete messages and repeat information to verify accuracy or offer to transfer the guest to the appropriate voice mail. Input and retrieve messages as requested. Read and verbally recite exact message for the guest.
–Briefly answer basic inquiries, e.g. time, extension numbers, outlet hours, etc.
–Act as dispatcher for security, guest services, and property operations team members. Provide timely information via HOTSOS to team members in response to emergencies and guest requests such as housekeeping and maintenance problems. Coordinate runs to the airport by the shuttle.
–Record wake-up call requests and enter into the telephone system. Ensure no calls are missed.

Please email your resume to kelsey.stevens@hilton.com or call 614-416-8415 to hear more information!

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