A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
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Guest Service Agent•Hilton•Harrisburg, PA
Full Time
Hilton Harrisburg, Harrisburg, PA, US
2 days ago
Requisition ID:
18472
Apply
Salary:
$15.00 Hourly Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Agent for the Hilton Harrisburg in Harrisburg, PA
POSITION
SUMMARY:
GREET AND REGISTER GUESTS, PROVIDE PROMPT AND COURTEOUS SERVICE. CHECK GUESTS OUT OF THE HOTEL. RESOLVE GUEST CHALLENGES THROUGHOUT THEIR STAY IN OUR HOTEL. UPGRADE GUESTS, AS REQUIRED. PROMOTE HOTEL SERVICES, AMENITIES AND UPSELLS PRODUCTS TO THE GUESTS. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
THE POSITION REQUIRES PERFORMING THE FOLLOWING ESSENTIAL JOB FUNCTIONS, WITH OR WITHOUT REASONABLE
ACCOMMODATION. 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. PROMOTES AND ADMINISTERS HILTON MARKETING PROGRAMS SUCH AS HILTON HONORS, FOR ARRIVING GUESTS. PROVIDES WELCOME PACKET CONTAINING ROOM KEYS AND ANY PROMOTIONAL ITEMS 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. GREETS CUSTOMERS IMMEDIATELY WITH A FRIENDLY AND SINCERE WELCOME. USES A POSITIVE AND CLEAR SPEAKING VOICE, LISTENS TO UNDERSTAND REQUESTS, RESPONDS WITH APPROPRIATE ACTION AND PROVIDE ACCURATE INFORMATION SUCH ON OUTLET HOURS, SPECIAL VIP PROGRAMS, EVENTS, ETC.
RECEIVES
SPECIAL REQUESTS FROM GUESTS, AND RESPONDS APPROPRIATELY.
PROMPTLY
ANSWERS TELEPHONE AND TEXT 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
GUEST 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.
DUE
TO THE NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES ARE REQUIRED TO WORK VARYING SCHEDULES, INCLUDING OVERNIGHT SHIFTS, TO REFLECT THE BUSINESS NEEDS OF THE HOTEL. OTHER DUTIES REMAINS CALM AND ALERT, ESPECIALLY DURING EMERGENCY AND/OR HEAVY HOTEL ACTIVITY, AND RESOLVE COMPLICATIONS SUCH AS LOCATION CHANGES OR CREDIT ISSUES.
PROVIDES
SAFETY DEPOSIT BOXES FOR GUEST.
OPERATE
VARIOUS OFFICE MACHINES.
ASSIST
WITH OTHER DUTIES AS DIRECTED INCLUDING, BUT NOT LIMITED TO, WATER SERVICE, LUGGAGE STORAGE, AND VALET TRAFFIC FLOW.
PLEASE
NOTE THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE FOR THIS JOB. DUTIES, RESPONSIBILITIES, AND ACTIVITIES MAY CHANGE AT ANY TIME WITH OR WITHOUT NOTICE. REQUIRED KNOWLEDGE
/ SKILLS /
ABILITIES:
ABILITY TO EFFECTIVELY DEAL WITH INTERNAL AND EXTERNAL CUSTOMERS, SOME OF WHOM WILL REQUIRE HIGH LEVELS OF PATIENCE, TACT AND DIPLOMACY TO DEFUSE ANGER, COLLECT ACCURATE INFORMATION AND RESOLVE CONFLICTS.
ABILITY
TO READ, LISTEN AND COMMUNICATE EFFECTIVELY IN ENGLISH, BOTH VERBALLY AND IN WRITING.
ABILITY
TO ACCESS AND ACCURATELY INPUT INFORMATION USING A MODERATELY COMPLEX COMPUTER SYSTEM.
CONSIDERABLE
SKILL IN THE USE OF A CALCULATOR TO PERFORM MODERATELY COMPLEX MATHEMATICAL CALCULATIONS WITHOUT ERROR. DESIRED SOFTWARE PROFICIENCIES
NONE
SUPERVISORY
RESPONSIBILITIES:
NONE EDUCATION
/
EXPERIENCE:
HIGH SCHOOL DIPLOMA OR
EQUIVALENT
PREFERRED. 1
•2 YEARS
OF PRIOR GUEST SERVICE EXPERIENCE ARE PREFERRED. PRIOR HOSPITALITY EXPERIENCE ALSO PREFERRED. PHYSICAL REQUIREMENTS THE
INDIVIDUAL HOLDING THIS POSITION MUST BE ABLE TO EXPLAIN AND DEMONSTRATE THAT HE OR SHE CAN
PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB, WITH OR WITHOUT REASONABLE ACCOMMODATION, USING SOME OTHER COMBINATION OF SKILLS AND
ABILITIES:
FREQUENCY KEY
NEVER•0 HOURS; RARE•UP
TO 1 HOUR
;
OCCASIONAL
•1-3 HOURS;
FREQUENT
•3-6 HOURS;
CONSTANT
•6-8 HOURS
PHYSICAL ACTIVITY FREQUENCY
SITTING RARE
WALKING
OCCASIONAL
CLIMBING
STAIRS RARE
CROUCHING/BENDING/STOOPING
FREQUENT
REACHING
FREQUENT
GRASPING
CONSTANT
PUSHING/PULLING
OCCASIONAL
NEAR
VISION CONSTANT
FAR
VISION CONSTANT
HEARING
CONSTANT
TALKING
CONSTANT
SMELL RARE
TASTE NEVER
LIFTING/CARRYING(# LBS)
FREQUENT
•UP
TO 50 LBS.
TRAVEL
RARE MATERIALS
/
EQUIPMENT USED:
STANDARD OFFICE EQUIPMENT INCLUDING COMPUTER, TELEPHONE, COPY MACHINE, FACSIMILE MACHINE, HAND HELD TOUCH SCREEN DEVICE, AND SCANNER. BELL CARTS.
