Overnight Guest Service Agent

About This Role

Serve as an Overnight Guest Service Agent for Signia by Hilton Orlando Bonnet Creek, greeting guests, managing check-ins and check-outs, and responding to inquiries to ensure exceptional guest experiences.

Responsibilities

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest information and room rate, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including room categories, rates, packages, promotions, the local area, and other general product knowledge
• Answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

Requirements

• Previous customer service experience
• Previous hospitality experience
• Open availability
• Weekend/holiday availability
• Availability between 11pm-7:30am

Nice to Have

• Prior experience working in a hotel or front desk

Benefits