Guest Service Agent - FT

The DoubleTree West Edmonton was the recipient of the 2024 Award of Excellence for showcasing outstanding commitment to Quality & Service!

Our friendly and attentive staff are dedicated to providing personalized service throughout our guest's stay. We call it CARE (Create A Rewarding Experience). When you CARE - it shows!

We provide a Double Dose of Warmth, a Double Dose of Sweet and a Double Dose of Home.

Join the BEST Guest Services team in Edmonton at the DoubleTree by Hilton West Edmonton! All the essentials are covered in our 128 modern guest rooms and 110 elegant suites including two-bedroom and presidential suites.

We are looking for a full-time Guest Service Agent for our Team!

Each year we survey Team Members what excites them the most about working at Hilton so we can build on the positive aspects of their experiences at work. Here’s what they have said:

· The people I work with

· Opportunities to grow my career

· Pride in the brand

· Connections with guests and customers

· Meaningful and fun work

· Special and Unique benefits

Let's start with the GREAT benefits!

Benefits:

• 1 Complimentary and up to 4 Discounted Mayfield Dinner Theatre Tickets
• 50% Discount in Stages Restaurant & Bar
• Extensive Hilton Discounted Room Rates around the world!!
• Health, Dental, Vision, STD, Life
• Career growth, development and succession planning
• Recognition and reward programs

Basic Purpose:

The Guest Services Agent will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences. The Guest Services Agent is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments. They are passionate about serving others and working as a team with associates from all departments.

Major Responsibilities and Duties (to fulfill major purpose):

· Welcome guests upon arrival, obtains valid methods of payment and identification, verify all information on the reservation, ensures all guests establish credit and provides the guest with information on hotel amenities

· Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required

· Monitors room inventory on a daily basis

· Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity in order to contribute to overall profitability

· Answer guest inquiries regarding rates, special packages, and general information accurately and in a timely manner

· Create guest reservations via telephone, central/global reservations, and in person

· Present statement of charges to departing guests and receive payment

· Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information

· Identify and record special billing instructions and notify Finance

· Improve timeliness of cash flow by adhering to all established credit and inventory control procedures

· Support in ensuring brand rewards programs are promoted, encouraging memberships and follow through on delivery of benefits

· Utilizes technical resources available such as email, property management system and point of sales system

· Reviews emails and log books to stay current with updates regarding the hotel and guest service

· Minimize loss of revenue by adhering to all established credit and inventory control procedures

· Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes

· Report any found property following the lost and found procedures and guidelines

· Ensure the security of keys, company information, guest information and guest rooms at all times

· Report unsafe work conditions, areas requiring repair or suspicious person to the Department Head

· Understand and practice the correct usage and storage of cleaning agents in line with health and safety regulations and manufacturers’ instructions

· Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures

· Committed to providing exceptional and professional customer service working within the guidelines set out by procedures and the brand.

· Responding to and anticipating guest needs such as responding to special requests. Follows through on guest requests promptly, efficiently and courteously

· Treat each individual with respect and fosters a cooperative, productive, positive and respectful work environment

· Work and communicate in a professional and ethical manner

· Assist coworkers where necessary

· Provide information to guests about local attractions, services, hotel services, hotel facilities and other amenities

· Assist with team member orientation and training as required

· Maintain standards of punctuality, uniform presentation and personal hygiene

· Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation

· Communicate and cooperate effectively with all departments

· Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating SilverBirch Values (Engagement, Quality, Performance, Integrity and Growth) and Brand Values

· May be required to provides additional coverage and back up for night audit shifts (typically 11 p.m. to 7 a.m.) when required due to vacation, illness, leave of absences or when additional work needs to be completed

· Other related duties and projects as assigned

Skills, Knowledge and Abilities Required:

• Excellent guest service
• Excellent communication skills both verbal and written
• Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel
• Highly organized, able to multi-task and detail oriented
• Works well under pressure and without supervision
• Able to perform well in a fast-paced environment
• Energetic, honest, self-motivated and flexible
• Excellent communication and interpersonal skills
• Ability to communicate with a wide variety of people
• Reliable, punctual and dependable
• Strong teamwork skills
• Able to sell the services of the hotel

Working Conditions:

• Primarily in an office environment
• Sometimes exposed to frequently open doors to the outside
• Fast paced environment that is often demanding
• Stand, walk and remain on feet to perform job duties for entire shift duration
• Reach overhead and below the knees, including bending, twisting, pulling and stooping
• Use of cleaning chemicals
• Available for working a variety of shifts which includes weekends, statutory holidays and evenings as required

Experience, Training and Education (demonstrating requirements):

· 2 years previous guest service or customer service experience is required

· Previous Hilton experience is a strong asset

· Previous professional experience requiring the use of a computer is an asset

· Diploma in hospitality is an asset

· WHMIS training can be provided by the hotel

- Must have ProServe Certification

· Ability to communicate verbally and written in English

NOTE:

This job posting is for a position at a hotel that is owned and operated by an independent franchisee (SilverBirch Hotels & Resorts). The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Job Types: Full-time, Permanent

Pay: $19.86 per hour

Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Overtime
• Weekends as needed

Application question(s):

• Have you worked for a Hilton branded hotel before?
• This position involves shift work. (7 am - 3:30 pm or 3:00 - 11:30 pm) Are you available to work those shifts on any given day?

Experience:

• "Hotel" Guest services: 1 year (preferred)

Work Location: In person