Guest Service Agent

A Guest Service Agent answers hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency. Positive initial contact point (telephone) in the hotel and optimal / efficient service. **What will I be doing?** Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers. Using Kipsu in a professional manners to communicate, deliver and handle guests request and answer any inquiry received in writing. and making sure to resolve and report to concern department. Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. - Operate facsimile to send and receive transmissions for guests. Notify guests of receipts using computer system. - Call for repair and technical support of all computer based PBX equipment. - Receiving and passing on telephone calls, telegrams, telexes and faxes, and their documentation. - Passing on messages and processing wake-up calls. - Responsible for correct invoicing and payment. - Constant service to the guest is a "must" and exemplary service is to be provided. - Care and maintenance of all work equipment of the area. - Record defects and ensure rapid repair by passing these on immediately. - Pass on information. - Information and messages to third parties, in particular to representatives of the press, require the authorisation of Management. - Guarantee optimum flow of information between the departments (beep system). - Close exchange of information with other departments in the hotel. - Carry out the measures laid down in emergency and alarm situations. - Duty to obtain independent information on all changes occurring in the public areas of the hotel. - Update internal documents. - Keep daily check lists. **What are we looking for?** Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: - Previous experience in a customer-focused industry - Positive attitude and good communication skills - Commitment to delivering a high level of customer service - Excellent grooming standards - Calm, efficient, and organized with great attention to detail - Ability to multi-task while maintaining a positive attitude when working with a Guest - Professional manner with an emphasis on hospitality and guest service - Ability to work on your own and as part of a team - Competent level of IT proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: - Previous experience in customers service - Conflict resolution experience **What will it be like to work for Hilton?** Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all