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A Customer Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.
What will I be doing?
As Customer Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.
A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards :
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Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure an efficient reception experience for Guests, including check in / out, and complete audit procedures, as required
Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
Demonstrate a high level of customer service at all times
Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Follow company brand standards
Assist other departments, as necessary
What are we looking for?
Customer 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 :
HND or equivalent in any discipline
Previous experience in a customer-focused industry (Front Office / Concierge experience in the hotel, leisure, and / or entertainment sectors)
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
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 in OPERA PMS or related applications
Previous experience in cash handling
Conflict resolution experience