As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:
Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, APAC, SEA and other properties in Vietnam.
Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
Ensure that the day- to- day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back- ups.
Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.
Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
Check- in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours numbers enquired about, and method of payment is secured.
Ensure that VIP guests are treated personally and recognized as an individual.
Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.
Input information into Opera PMS regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.
Assist guests with check- out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates.
Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.
Ensure that the Guest Service Supervisor / Duty Manager is kept aware and up to date with operational issues.
Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Supervisor or Duty Manager to follow- up where appropriate.
Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.
Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.
Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.
Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at- home” when they arrive.
Report problems with hotel systems, hardware or facilities to the appropriate parties and follow- up to ensure that corrective action has been taken.
Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.
Attempt to communicate with guests in guests’ native language, if applicable.
Keep up to date and aware of competitor activities in order to be well informed.
Follow- up with all guests to ensure satisfaction with problem resolution.
Plan and implement detailed steps by using experienced judgment and discretion.
Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.
Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.
Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.
Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
Ensure that the front desk stock is managed and not wasted, maintaining costs where able.
Carry out any other reasonable duties and responsibilities as assigned.
Follow- up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.
Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.
Perform other duties as assigned by Managers.
Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.
