Guest Services Representative

As a Guest Services Representative at Hotel Equities Group, LLC, you will support day-to-day guest satisfaction at the Hilton Harrisburg in Harrisburg, PA by handling check-in, check-out, inquiries, and issue resolution with prompt, courteous service.

Key Responsibilities

• Greet and register guests, providing prompt and courteous service.
• Check guests out of the hotel.
• Resolve guest challenges throughout their stay.
• Upgrade guests as required.
• Promote hotel services, amenities, and upsells to guests.
• Complete the registration process using a computer system, including inputting and retrieving information and confirming details such as number of guests and room rate.
• Select rooms based on guest needs and code electronic keys.
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests.
• Provide welcome packets with room keys and any promotional items.
• Ensure rooms and services are correctly accounted for within the guest statement and properly account for services provided by the hotel.
• Assist guests with check out payments or charges.
• Greet customers immediately with a friendly and sincere welcome.
• Use a positive, clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information (including outlet hours, special VIP programs, events, and more).
• Receive special requests from guests and respond appropriately.
• Promptly answer telephone and text inquiries.
• Input messages into the computer system, advise other team members of special guest needs, retrieve messages, and communicate message contents to guests.
• Field guest complaints by researching thoroughly to identify effective solutions and negotiate results.
• Help resolve issues such as price conflicts and insufficient heating or air conditioning.
• Remain calm and alert during emergency situations and periods of heavy hotel activity.
• Plan and implement detailed steps using experienced judgment and discretion.
• Work varying schedules, including overnight shifts, based on business needs.
• Provide safety deposit boxes for guests.
• Operate various office machines.
• Assist with other duties as directed, including water service, luggage storage, and valet traffic flow.

Required Skills and Qualifications

• Ability to effectively deal with internal and external customers, including situations requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Considerable skill in using a calculator to perform moderately complex mathematical calculations without error.
• High school diploma or equivalent (preferred).
• Prior guest service experience (preferred, 1 to 2 years) and prior hospitality experience (also preferred).

Technology and Equipment

• Computer system, telephone, facsimile machine, hand held touch screen device, scanner, copy machine
• Bell carts and standard office equipment

Pay, Location, and Schedule

Pay: $15.00/hour

Location: Harrisburg, PA (onsite)

Schedule: Work varying schedules, including overnight shifts, to reflect business needs.

Education and Experience

Minimum experience: 1 years

Education: High school diploma or equivalent (preferred)

Benefits

• Team driven and values based culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career growth opportunities and manager training program
• Reduced room rates throughout the portfolio
• Third party perks (movie tickets, attractions, other)
• 401(k) with company match
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program

Physical Requirements

• Sitting: rare
• Walking: occasional
• Climbing stairs: rare
• Crouching/bending/stooping: frequent
• Reaching: frequent
• Grasping: constant
• Pushing/pulling: occasional
• Near vision: constant
• Far vision: constant
• Hearing: constant
• Talking: constant
• Smell: rare
• Taste: never
• Lifting/carrying: frequent, up to 50 lbs
• Travel: rare