Guest Service Agent - Hilton Hawaiian Village

Guest Service Agent

The iconic Hilton Hawaiian Village Waikiki Beach Resort is looking for a Guest Service Agent to join the team!

Situated on 22 acres along Waikiki's broadest stretch of sand with 2,860 rooms and 17 food and beverage outlets, this premier meeting destination offers over 150,000 sq. ft. of function space and Waikiki's most unique meeting and event venues.

Our team members cherish our award-winning culture, which includes great benefits such as competitive health plans, career advancement opportunities, and the Go Hilton Travel Discount program. We are confident you will enjoy being part of a team that was ranked #1 on the Great Places to Work and Fortune's World's Best Workplaces list!

The ideal candidates for this role will possess the following:

• At least one (1) year of previous Customer Service experience is required.
• Available to work a varied schedule that could include evenings, weekends, and holidays.
• Previous hospitality/hotel experience is a PLUS!

Classification: Full-Time

Shift Pattern: Various shifts that could include weekdays, evenings, weekends, and holidays.

The hourly rate is: $25.67 - $35.84 per hour

What will I be doing? A Guest Services Agent with Hilton Hotels and Resorts is responsible for greeting and registering guests providing prompt and courteous service, complies with Hilton standards, and checks guests out. Engages guests to create a positive interaction through use of effective relationship building skills and conversation to provide outstanding service to enhance the guest experience by offering ancillary opportunities with upsells on hotel services, amenities and facilities with positive language, highlighting features and benefits while using compelling messages that corresponds to the guest needs and wants. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Completes the registration process by inputting and retrieving information for the OnQ system and ensuring method of payment is in place. Confirming all required information including the number of guests, room rate, type, and delivery of HHonors benefits. Makes appropriate recommendation of room and amenities based on a conversation of engagement or prospecting conversation and offering appropriate upgrades and offers for purchase based on the needs of the guests. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Loyalty program such as HHonors for arriving guests. Ensures guest knows location of room and arranges for a Team Member to accompany guest to room if needed. Provides welcome packet containing keys, coupons, vouchers and other collateral to guests.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, travelers check and all other forms of payment. Converts foreign currency at current posted rates.
• Greets customers and guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand guests, responds with appropriate actions and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate department of team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves mail, packages and facsimiles or other special items for guests and customers as requested.
• Fields guest complaints conducting thorough research to develop the most effective solutions and using the Make It Right Empowerment tools to negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or cooling, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgement and discretion.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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 global brands. 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!