Guest Services Agent - Toronto, Canada - Hilton
Description
A Guest 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.
Summary of Responsibilities:
As Guest 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.
- 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 upselling 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
Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members.
- Previous experience in a customerfocused 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 multitask 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 computer proficiency
- Previous experience in cash handling
- Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
- Conflict resolution experience
What will it be like to work for Hilton?
Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide 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:
H Hospitality:
- We're passionate about delivering exceptional guest experiences.
I Integrity:
- We do the right thing, all the time.
L Leadership:
- We're leaders in our industry and in our communities.
T Teamwork:
- We're team players in everything we do.
O Ownership:
- We're the owners of our actions and decisions.
N Now:
- We operate with a sense of urgency and discipline
- Living the Values
- Quality
- Productivity
- Dependability
- Customer Focus
- Teamwork
- Adaptability
What benefits will I receive?
You will be offered a competitive benefits package.
As a team member, you will also become eligible to receive discounts on products and services offered by Hilton Worldwide and its partners.
We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.
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