Job Description - Guest Service Agent (HOT0B99N)
Job Number:HOT0B99N
Work LocationsDoubleTree by Hilton Hotel Kuala Lumpur, The Intermark, 348 Jalan Tun Razak, Kuala Lumpur 50400
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight.
From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget.
In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member.
Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Guest Service Agent greets and registers guests, providing prompt and courteous service.
He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel.
This role upgrades guests as required and promotes the hotel's services.
What will I be doing?As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Make appropriate selection of rooms based on guests' needs, code electronic keys, confirm the room number and rates with a written confirmation.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
Ensure rooms and services are correctly accounted for within guests' statements.
Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller's checks and other forms of payment.
Greet customers immediately with a friendly and sincere welcome.
Receive special requests from guests and respond appropriately.
Promptly answer the telephone and email inquiries.
Retrieve messages and communicate the content to guests.
Record guests' complaints and conduct thorough research to develop effective solutions.
Remain calm and alert especially during emergency situations.
Actively take part in training to ensure standards and develop skills.
Contribute ideas and suggestions for improvements.
Create a warm and welcoming arrival for guests.
Handle complaints promptly and efficiently.
Ensure that VIP guests are treated personally and recognized.
Promote Hilton Honors and its associated benefits.
Ensure a prompt and efficient departure by settling guests' accounts.
Input information into Fidelio regarding guests.
Apply Hilton brand standards in every action.
Maintain awareness of guests' profiles and specific preferences.
Ensure communication with Housekeeping, F&B, Engineering and IT.
Report problems with hotel systems or facilities.
Ensure the Guest Service Manager is kept aware of operational issues.
Attend daily briefings and meetings.
Ensure day-to-day functions of the front desk are completed.
Manage front desk stock efficiently.
Adhere to the hotel selling strategy of Demand Based Pricing.
Comply with Health & Safety and Emergency Management regulations.
Adhere to standard cash handling procedures.
Provide safety deposit boxes to guests.
Follow-up on outstanding accounts.
Maintain the efficiency of departure by checking all guests' folios.
Upsell rooms to higher room and rate categories.
Maintain awareness of sales opportunities within the hotel.
Attempt to communicate with guests in their native language.
Carry out any other reasonable duties as assigned.
What are we looking for?A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and with other Team members.
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Able to perform moderately complex mathematical calculations without error.
Able to read, listen and communicate effectively in English & Bahasa Malaysia.
Able to access and accurately input information using a moderately complex computer system.
Able to effectively deal with internal and external customers.
Good interpersonal skills to provide overall guest satisfaction.
Able to work under pressure and deal with stressful situations.
1 or 2 years of related working experience preferred.
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#J-18808-Ljbffr