Guest Services Agent

Home2 Suites by Hilton Philadelphia - Convention Center
Philadelphia, PA

Posted January 3, 2022

If you are the hotel type that loves interacting with our guests or the type of person with an outgoing, bubbly personality, we have the opportunity for you to SHINE!!!

The Home2 Suites Guest Services Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
  • Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
  • Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
  • If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
  • Pre-register, block reservations and, as appropriate, take same-day and future reservations. Cancel room reservations according to policies and procedures.
  • Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
  • Consistent professional and positive attitude and actions when communicating with guests and associates.
  • Comply with all company policies and procedures.
  • Check with manager/supervisor before leaving work area for any reason.
  • Respond to guest requests, concerns and problems to ensure guest satisfaction.
  • Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
  • Any other tasks/duties as requested by management.

Qualifications

The Company may consider an equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below. 

Education and Experience

  • High school education or equivalent experience.
  • One to two years of customer contact experience.
  • Guest service, basic accounting, and familiarity with hospitality industry practices preferred

Skills and Abilities

  • Ability to understand and provide friendly guest service.
  • Ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
  • Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
  • Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
  • Ability to follow an appropriate course of action based on policies and procedures.
  • Ability to operate a computer, calculator, phone and other office equipment.
  • Attention to details with good organizational and efficient time management skills.
  • Consistently professional attitude and behavior with effective listening and communication skills.
  • Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
  • Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

Notice

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.


Home2 Suites by Hilton Philadelphia - Convention Center

248 Room Extended Stay

At A Glance

Located just yards from the Philadelphia Convention Center, this hotel is a smart choice if you are here on business, or just to explore everything that the city has to offer. With some of Philadelphia's biggest corporate headquarters in walking distance, and Metro and mainline train stations within a couple of blocks, getting around is easy. Be sure to take some time out after a busy day to indulge in the great local shopping and dining. Experience some of the culture which the City of Brotherly Love is famous for with a visit to historic City Hall and the iconic Liberty Bell.

Settle in to your great value and spacious studio or one-bedroom suite at this Philadelphia Convention Center hotel. Movable furniture, plenty of storage, a living area with a comfy sofa bed and a fully equipped kitchen means you can live the way you want to. Stay connected with complimentary WiFi as you kick back and catch a favorite program on the 42-inch flat-screen TV. Start the day with a complimentary Inspired Table™ breakfast and unwind in the evening with a swim in the saline pool. The Spin2Cycle concept fitness and laundry area lets you work out while your clothes are cleaning.

Powered by Hospitality Online