Guest Service Agent - Hilton Vancouver Washington

Guest Service Agent

Come join our team at the Hilton Vancouver Washington as our newest Guest Service Agent. Centrally located in the heart of Vancouver, Washington with easy access to Portland International Airport, Hilton Vancouver Washington features 226 rooms. The property is within walking distance to the gorgeous waterfront as well as to local bustling attractions such as the Vancouver Farmers Market (directly across the street), making us an excellent base for both leisure and business travel.

The ideal candidate for this role should possess:

• Open availability to work various shifts including nights, weekends, and holidays
• At least one (1) year of Customer Service experience.
• Previous Hospitality experience is a PLUS!
• A passion for creating memorable guest experiences!

Shift Pattern: Full-Time, Afternoon/Evening Shifts

Hourly Rate: $19.06 per hour

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of 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 including, but not limited to, 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, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and 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

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!

The Benefits – Hilton is proud to support the mental and physical wellbeing of all team members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Medical Insurance Coverage – for you and your family
• Vision, dental, life and disability insurance
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO) – you can accrue up to 144 hours of PTO in your first year of employment
• Supportive maternity/parental leave program that runs concurrently with Washington State's Paid Family and Medical Leave program. Our team members receive benefits up to Washington State's maximum threshold per week. Hilton will then "top this up" to the weekly ABBR (Annual Benefit Base Rate).
• Go Hilton travel discount program: 110 nights of discounted travel per calendar year
• Matching 401(k)
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs
• Access to your pay when you need it through Dailypay

Position Specific Compensation

Front Office Upselling Incentive Program – Commission based program paid out monthly and is based on upsell generated revenue. Revenue is calculated as time of guest check-out. Upsell revenue includes; room type upgrades, early check-in fee, late check out fees and late cancellation fees. Commission is calculated as follows:

o $0-$499 earns 10% payout

o $500-999 earns 12.5% payout

o $1,000-$1499 earns 15% payout

o $1500-$1999 earns 17.5% payout

$2000+ earns 20% Entire Upsell Payout

Hilton Honors Incentive Program – receive $1.00 per Hilton Honors enrollment

Sell-Out Incentive Program – a sellout is constituted as the hotel occupying 222 of 226 guest rooms. Team Members are paid an equal percentage of the previous night's NET ADR split between the number of Team Members working the date of the sellout.