• J1 - Guest Service Agent

    Posted Date 1 month ago(12/13/2018 1:08 PM)
    Temporary Full-Time
    Property Name
    Hilton Daytona Beach Oceanfront Resort
    100 N Atlantic Ave Daytona Beach Florida 32118 US
  • Overview

    Opportunity:  Guest Service Agent

    Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards – both at the Hotel’s registration desk as well as inside the Front Office operating the hotel’s phone system.


    Potential Career Path   

    Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager


    Position Requirements

    • Immediately greet guest and offer to assist with their needs.
    • Consistently offer professional, friendly, and engaging service.
    • Upselling guest rooms and promoting hotel services.
    • Register and assign guests to hotel rooms.
    • Establish method of payment and verify credit.
    • Promptly and professionally answer telephone calls and direct to correct extensions.
    • Make and confirm reservations.
    • Compute bills, collect payments, and make change for guests.
    • Transmit and receive messages, using telephones or PMS system.
    • Input and retrieve messages from the computer as requested.
    • Respond to guest requests in a timely manner.
    • Receive and resolve guest complaints, elevating to supervisor if necessary. 
    • Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
    • Receive wake-up call information, input accurately into the automated wake-up system and verbally confirm with guest.
    • Perform bookkeeping activities, such as balancing accounts and conducting audits.
    • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. 
    • Follow sustainability guidelines and practices related to HHM’s EarthView program.
    • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
    • Assist guests with luggage when staffing assistance is required or during peak periods.
    • Ensure overall guest satisfaction.
    • Act as dispatcher for Security, Guest Services, and Operations’ Associates. Provide timely information via two way radios.
    • Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately. Initiate emergency response as necessary and legibly document pertinent details.
    • Perform other duties as requested by management.
    • In downtime ensure the department is set up for success by appropriately blocking guestrooms, balancing room types, and pre-blocking VIP rooms. Also, assist in room changes as well as with daily checkouts.


    • High School diploma or equivalent preferred.
    • Previous customer service experience or equivalent training required.
    • Knowledge of PMS systems preferred.

    Work Environment and Context

    • Work schedule varies and may include working on holidays, weekends and alternate shifts.
    • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

    What We Believe


    People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It


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