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Hilton Garden Inn is looking for a motivated and charismatic individual to add to our amazing service team!

About This Job

JOB SUMMARY

The Guest Service Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. He/she is also responsible for all reservation and inquiry calls during their shift. He/she is expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

EDUCATION & EXPERIENCE

  • Experience in hotel or a related field preferred.
  • High school diploma or equivalent required.
  • Associate or bachelor degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
  • Must have a valid driver’s license.
  • MVR must meet Lexima/Brand qualifications.
  • Must be fluent in English.

PHYSICAL REQUIREMENTS

  • Long hours sometimes required.
  • Must be able to work evenings, weekends and holidays as needed.
  • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

MENTAL REQUIREMENTS

  • Must work well in stressful, high pressure situations.
  • Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
  • Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
  • Must maintain composure and objectivity under pressure.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.

DUTIES AND RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION
  • Maintain high standards of personal appearance and grooming, which include compliance with Lexima /Brand dress code and uniform requirements.
  • Maintain a professional and friendly demeanor at all times.
  • Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
  • Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
  • Demonstrate a genuine care and commitment to guest service.
  • Greet and welcome all guests approaching the front desk in accordance with Lexima/Brand standards.
  • Develop a team player attitude for the good of the hotel.
GUEST REPRESENTATIVE RESPONSIBILITY
  • Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
  • Handle check-ins and check-outs in a friendly, efficient and courteous manner.
  • Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
  • Ensure delivery of packages, mail and messages as needed to guests.
  • Follow all Lexima/Brand credit policies.
  • Be aware of all rates, packages and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
  • Fully understand and be able to operate all relevant aspects of the front desk computer system.
  • Focus on his/her role in contributing to guest satisfaction surveys.
  • Demonstrate appropriate phone skills.
  • Use Lexima/brand selling guidelines as part of the inquiry call process.
  • Consistently perform above average in the mystery call process.
  • Follow up on all wait list reservations.
  • Manage suite inventory.
  • Complete shift responsibility checklist.
  • Keep front office area clean and organized.
GENERAL RESPONSIBILITY
  • Comply at all times with Lexima/Brand compliance standards and regulations to encourage safe and efficient hotel operations.
  • Participate in all-employee meetings, events and other functions required by management.
  • Be familiar with all Lexima/Brand policies and hotel rules, as well as hotel terminology.
  • Develop full understanding of hotel amenities and services.
  • Understand emergency procedures and be prepared to help when necessary.
  • Operate radios efficiently and professionally in communicating with the hotel staff.
  • Ensure correct and accurate cash handling while at the front desk.
  • Use proper radio etiquette when communicating with other employees.
  • Perform any other duties as requested by management.

compensation: 12-14

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About this Employer

Hilton Garden Inn Denison/Sherman/At Texoma Event Center

5015 South US 75
Denison, TX 75020

(903) 463-3331

130 Room Hotel

www.hilton.com

Managed By

At A Glance

The Hilton Garden Inn Denison/Sherman/At Texoma Event Center is the premier luxury hotel destination in Denison, TX. Located off US 75 North, in the Denison/Sherman corridor, the hotel is minutes from pristine Lake Texoma, and is adjacent to the Texoma Medical Center, offering a comprehensive range of world-class medical procedures. We are only minutes from Downtown Denison, home to an eclectic mix of businesses, retail and dining opportunities, and a vibrant cultural and arts scene.

Our Texoma Event Center offers 20,000 sq. ft. of flexible meeting space, including the largest ballroom in the region. Contemporary A/V technology, creative onsite catering and our dedicated event staff will ensure the success of every meeting, exhibition or wedding. Guests can unwind in a comfortable guest room or suite at this hotel in Denison, TX. Visitors can savor a delicious dinner or relax with a signature cocktail in the Garden Grille & Bar. They can work out in the complimentary fitness center, refresh in the sparkling outdoor pool, or take advantage of good weather on the sun deck.

  • Texoma Event Center offering 20,000 sq. ft. of versatile meeting, event and exhibit space
  • Largest ballroom in the region, seating up to 1000 guests
  • Adjacent to Texoma Medical Center
  • Outstanding event planning and culinary team
  • Complimentary fitness center, outdoor swimming pool and onsite dining