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Guest Service Agent

Posted October 30, 2022

Highline Vail - a DoubleTree by Hilton
Vail, CO
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About This Job

Why Join Us?

Work your way- Flexible shifts

Perks and Benefits that matter

Sharing your love of your local surroundings with guests.

Tuition Reimbursement

Surrounded by beautiful Colorado scenery and located only minutes away from Vail Mountain, the Highline Vail, a DoubleTree by Hilton, offers a unique and relaxing experience to our guests during their stay and an amazing environment for our associates to work in. We are currently looking for an outgoing, energetic, and customer service oriented individual to fill the position of Guest Service Expert on a Full-Time basis.

Our Full-Time associates are eligible for benefits such as Sick and Vacation Pay, Paid Holidays, 401(k), Medical Benefits and Hotel Room Discounts.

What will I be doing?

As a Guest Service Expert, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from our system, confirming the guest reservation information including number of guests, number of nights stay and room type. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number. Provide welcome letter and key packet, containing room keys, certificates and discount coupons.
  • Verify and receive authorization for credit cards, handle cash and make change as received. Ensure your assigned house bank is balanced. Ensure you are posting guest room charges and house account charges accurately.
  • Promptly answer guest incoming calls using positive and clear communication. Input comments into the reservations as needed. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Ensure accurate closeout of guest's accounts at time of departure. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.    
  • Comply with attendance rules and be available to work for your scheduled shifts.
  • Perform any other job-related duties as assigned.

Minimum Qualifications:

At least 6 months of experience in a customer service environment

Additional Qualifications:

Hotel experience a plus

Excellent computer skills

Flexibility to work weekdays, weekends, evening shifts and holidays

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Highline Vail - a DoubleTree by Hilton

2211 North Frontage Road
Vail, CO 81657

(970) 476-2739

116 Room Hotel

doubletree3.hilton.com

A ski retreat with mountain views

Our hotel is minutes from Vail Mountain, surrounded by Colorado scenery. We offer ski and bike rentals, with a shuttle service to three lift access points in Vail Village — the closest is only a mile away. Unwind after a day on the slopes with a massage, and warm up by the fireplace on the patio. Every stay starts with a warm chocolate chip cookie.