Front Office Agent

As Guest Service Agent, you will ensure the satisfaction of all Guests throughout their stay at the hotel by responding efficiently to their enquiries and offering advice and information as requested. A Guest Service Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Have a good understanding of the Hotel's emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department

• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards

• Have knowledge of the hotel, its services, and facilities

• Handle equipment, tools, keys and supplies in proper way, kept in good working condition and regularly inspected, following instructions as directed.

• Report maintenance deficiencies and items in need of repair

• Report hazard issues

• Carry out lost and found procedures

• Ensure the standards of cleanliness and orderliness of all working areas

• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).

• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.

• Be proactive and observant in service to identify guest needs before being asked.

• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene

• Maintain good relationship with your colleagues, supervisors and other department

• Assist other departments wherever necessary and maintain good working relationships

• Attend training and meetings when required.

• Welcome all Guests on arrival and assist them during their stay; dealing efficiently with enquiries and any complaints using Empowerment Guideline of Hilton Goa Resort Carry out any other reasonable task set by the Hotel's Management

• Ensure a smooth check-in and check-out process
• Maximize sales revenues through up-selling and marketing programs
• Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems.
• Maintain balanced cash float and complete other cashier closing tasks in accordance to Hilton Brand Standards, Accounting policies and the hotel's requirements.
• Ensure that all Guest supplies and amenities are offered and replenished to the required standards
• Stays alert with all hotel services as well as VIP requests and special events
• Demonstrate a knowledge of external locations, attractions and landmarks in the vicinity to assist basic concierge duties if needed
• Assist Concierge team with luggage handling
• Project a professional manner with an emphasis on hospitality and Guest service
• Executive tasks as instructed by the Duty Manager or Guest Service Supervisor(s)

What are we looking for?

Guest 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:

• Previous experience in a customer-focused 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 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 of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in customer care

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 leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. 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!