Customer Experience Ambassador

3 weeks ago

Albany, Western Australia Hilton Hotels Full time

**Job Title:** Guest Service Agent

At Hilton Hotels, we are seeking a skilled Guest Service Agent to provide exceptional reception services to our guests.

**Key Responsibilities:**

As a Guest Service Agent, you will be responsible for ensuring a seamless check-in and check-out experience for our guests. This will involve:

  • Achieving positive outcomes from guest queries in a timely and efficient manner
  • Ensuring an efficient reception experience for guests, including check-in and check-out procedures
  • Ensuring that the Guest Service Manager is kept fully aware of any relevant feedback from guests and other departments
  • Demonstrating a high level of customer service at all times
  • Attending appropriate training courses, when required, and assisting with the Night Team's training and development efforts
  • Demonstrating a knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties
  • Maximizing room occupancy and using up-selling techniques to promote hotel services and facilities
  • Using the correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy
  • Complying with hotel security, fire regulations, and all health and safety legislation
  • Acting in accordance with policies and procedures when working with front-of-house equipment and property management systems
  • Following company brand standards
  • Assisting other departments, as necessary

**Requirements:**

To be successful in this role, you should possess:

  • Previous experience in a customer-focused industry
  • A positive attitude and good communication skills
  • A commitment to delivering a high level of customer service
  • Excellent grooming standards
  • A calm, efficient, and organized demeanor with great attention to detail
  • The ability to multi-task while maintaining a positive attitude when working with guests
  • A professional manner with an emphasis on hospitality and guest service
  • The ability to work on your own and as part of a team
  • A competent level of IT proficiency

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