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Guest Service Agent - Full TimeEmbassy Suites Santa Clara-SiliconSanta Clara, CA
A property of: Hilton
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Job Description

A Guest Services Agent is 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.

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 to the room.
  • 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.
  • Assist with CleanStay program protocol to include, but not limited to, periodic wipe-down of hard surfaces in the lobby and hight touch areas.
  • Assist with Grab-n-Go breakfast options for guests.
  • Open availability to be able to work evening shifts, weekends and holidays.

Job Requirements

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!

EOE/AA/Disabled/Veteran

Job Details

Entry level
Full-time

About this location

class:
Midscale
room Count:
51-100
location Type:
Urban

Values

Hospitality
Integrity
Leadership
Now
Ownership
Teamwork

Perks

401(K)
401(K) Matching
Adoption Assistance
Casual Attire
Commuter Benefits
Company Discounts
Company Outings
Counseling
Dental Benefits
Disability Insurance
Employee Stock Purchase Plan
Family Medical Leave
Fitness Subsidies
Flexible Spending Account (FSA)
Flexible Work Schedule
Gender Reassignment Coverage
Health Insurance Benefits
Job Training
Legal Consultations
Life Insurance
Onsite Gym
Paid Holidays
Paid Sick Days
Paid Time Off
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Embassy Suites Santa Clara-Silicon
Embassy Suites Santa Clara-Siliconshow more
Address2885 Lakeside Drive, Santa Clara, CA, 95054 View map
Property typeHotel 
classMidscale 
room Count51-100 
location TypeUrban 

Culture (3)

Hilton Hotel Team Members Share Career Path Stories, Early Career AdviceWith thousands of opportunities on Team Hilton across the globe, Hilton empowers life-long learning, encouraging our Team Members to find their passion and create their own unique career journeys. Here, Team Members at our U.S. hotel properties share their career paths and advice to those just beginning their own careers in hospitality. Read more here: https://jobs.hilton.com/us/en/blogarticle/hilton-hotel-team-members-share-career-path-stories-early-career-advice
Hilton Ranked #1 on DiversityInc’s Top 50 Companies for Diversity ListHilton has been recognized for its commitment to diversity and inclusion by DiversityInc, placing #1 on the 2021 Top 50 Companies for Diversity list. This award marks the company’s seventh consecutive year on the list, which highlights the nation’s top companies that hire, develop, retain and promote a broadly diverse workforce. Hilton recently announced its plans to increase gender and ethnic diversity in leadership roles, with a focus on the future.
Hilton Named #1 Best Big Company to Work For, #3 Best Company to Work For in USAmid one of the most challenging times in the history of the hospitality industry, Hilton has been recognized for its exceptional – and resilient – workplace culture. Great Place to Work and Fortune named Hilton #1 on the 2021 Best Big Companies to Work For® list and #3 on the 2021 Best Companies to Work For® list in the U.S. Hilton is the highest ranked hospitality company to appear on both lists, especially notable given the significant impact the pandemic has had on the travel industry.
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