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Guest Service Agent

Posted April 17, 2021

Hilton Daytona Beach Oceanfront Resort
Daytona Beach, FL
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About This Job

Overview

Opportunity:  Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards – both at the Hotel’s registration desk as well as inside the Front Office operating the hotel’s phone system.

Potential Career Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Position Requirements

  • Immediately greet guest and offer to assist with their needs.
  • Consistently offer professional, friendly, and engaging service.
  • Upselling guest rooms and promoting hotel services.
  • Register and assign guests to hotel rooms.
  • Establish method of payment and verify credit.
  • Promptly and professionally answer telephone calls and direct to correct extensions.
  • Make and confirm reservations.
  • Compute bills, collect payments, and make change for guests.
  • Transmit and receive messages, using telephones or PMS system.
  • Input and retrieve messages from the computer as requested.
  • Respond to guest requests in a timely manner.
  • Receive and resolve guest complaints, elevating to supervisor if necessary. 
  • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
  • Receive wake-up call information, input accurately into the automated wake-up system and verbally confirm with guest.
  • Perform bookkeeping activities, such as balancing accounts and conducting audits.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. 
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Assist guests with luggage when staffing assistance is required or during peak periods.
  • Ensure overall guest satisfaction.
  • Act as dispatcher for Security, Guest Services, and Operations’ Associates. Provide timely information via two way radios.
  • Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately. Initiate emergency response as necessary and legibly document pertinent details.
  • Perform other duties as requested by management.
  • In downtime ensure the department is set up for success by appropriately blocking guestrooms, balancing room types, and pre-blocking VIP rooms. Also, assist in room changes as well as with daily checkouts.

Experience

  • High School diploma or equivalent preferred.
  • Previous customer service experience or equivalent training required.
  • Knowledge of PMS systems preferred.

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

Hilton Daytona Beach Oceanfront Resort

100 North Atlantic Avenue
Daytona Beach, FL 32118

(386) 254-8200

744 Room Resort

www3.hilton.com

At A Glance

Set in the heart of the Ocean Walk Village on the ‘World’s Most Famous Beach,' Hilton Daytona Beach Oceanfront Resort offers stunning views of the Atlantic Ocean and easy access to the thriving seaside attractions and the business district in Daytona Beach. Guests can step out onto the beach for a day in the sun, or relax by the outside pool with a refreshing cocktail in hand. We offer diverse dining options and fun daily activities – no need to leave the hotel!

  • Set in the heart of Ocean Walk Village, 15 min from Daytona Airport
  • 744 rooms and suites with ocean or waterway views
  • Spa, fitness center, whirlpools, two outdoor pools and Kidszone
  • Seven diverse restaurants and lounges
  • 60,000 sq. ft. of meeting space, ideal for weddings or conferences
  • Steps from 200,000 sq. ft. Ocean Center Convention Complex