A Guest Services Lead is 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.
What will I be doing?
As a Guest Services Lead, 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.
Greetguests and complete the registration process to include, but not limited to,inputting and retrieving information from the computer, confirmation of guestinformation and room rate, selection of rooms, coding electronic keys,promoting marketing programs, providing a welcome packet and ensuring guestknows location of room and/or has a bell person accompany him/her
Assistguests with check-out including, but not limited to, ensuring rooms and servicesare correctly accounted, using the point-of-sale system, handling money,processing credit and debit cards, accepting and recording various forms ofpayment, converting foreign currency, making change and processing giftcertificates and cards
Demonstratea thorough knowledge of hotel information including, but not limited to, roomcategories, room rates, packages, promotions, the local area and other generalproduct knowledge and answer guest questions and inquiries
Promote up-selling of hotelservices, facilities to maximize roomoccupancy and revenue
Respond to guest inquiries and requests andresolve issues in a timely, friendly and efficient manner using KIPSU messagingand in person
Field guest complaints, conduct research andresolve and negotiate solutions for guest satisfaction using the HEART model and ensurewe Make It Right for the guest
Promote satisfactory SALT scores and works with Director ofFront Office and Guest Services Manager to plan and execute SALT plan
Receive, input, retrieve and relay messages toguests
Must be available to work onweekends and/or holidays
Support and assist team members in handlingguest inquiries,requests and resolving guest complaints
Monitor lobby traffic and adjust staffingaccordingly
Cover Manager on Duty Shifts as assigned
Assist with bell person duties as needed
Promote Hilton Honors program to guests atcheck in
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Customer Focus
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 global brands. 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!