Senior Guest Service Agent - Hilton Norfolk The Main - Professional Hospitality Resources, Inc. and Ocean Beach Club LLC

Level One

1. Provide leadership and guidance to Guest Service Agents (GSAs) at the Front Desk through formal training activities and during more informal interactions during the Front Desk shifts.Show a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.Assist with additional duties as assigned by the Front Office Supervisor, Front Office Manager, and General Manager.
2. Perform all duties of a Guest Service Agent (GSA) as listed below:Guest Service Agent (GSA)Possess the ability to stand for extended periods of time.Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.Alter room reservations according to procedures.Inventory guest room keys according to policy and request re-keying as necessary.Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.Obtains guest name via luggage tags, or by asking the guest.Requires physical stamina to stand & walk continuously for duration of shift.Remain calm & attentive, especially during heavy hotel activity & emergencies.Listen & respond to guest inquiries using a positive, clear speaking voice.Answer questions & offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.During peak and slow times, if the bellman is away from their post, individual will assist guest(s) with luggage by taking and tagging luggage or retrieving luggage from storage closet.Serve as "SALT champion" by ensuring daily monitoring of and responding to SALT scores and related action items. Keeps team informed of SALT scores, action items, and other key metrics thereby driving proactive guest service approach.
3. Assists FOM with daily new hire and developmental training efforts. Utilizes exceptional communication skills to ensure coworkers are delivering 9 and 10 guest experiences.
4. Hilton-Specific
5. Successfully complete all other assigned duties.
6. Offer to make reservations for them at restaurants in the area.
7. Point out room features & directory for reference.
8. Arrange transportation for guests to airport or other destinations when requested.
9. Addresses the guest by name frequently.
10. Greet customers immediately with a friendly & sincere welcome while making eye contact & smiling.
11. Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
12. Relocate customers in a professional and courteous manner according to procedures.
13. Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
14. Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
15. Handle guest registration and room assignments, accommodating special requests whenever possible.
16. Demonstrate and reinforce proper procedures as part of the Front Desk Staff.
17. Serve as the senior member of the Front Desk Staff during Front Desk shifts. Assist Guest Service Agents (GSAs) with new and/or complicated Front Desk transactions and incorporate training into these activities.