Guest Service Representative

Reports To: Assistant Front Office Manager, Front Office Supervisor, Director of Rooms

Supervises: N/A

Home of the iconic DoubleTree cookie, the DoubleTree by Hilton New Orleans is located in the heart of downtown New Orleans and only a short walk from the French Quarter, Harrah’s Casino, Aquarium of the American and the Riverwalk. Our hotel offers excellent benefits, rewards and opportunities for our team members!

Benefits

• Health Insurance: Medical/Dental/Vision and other options effective the 1st day of the month following the date you complete your enrollment, not to exceed 60 days of employment ***available to Full-Time Team Members***
• Exclusive Team Member savings with Hilton Hotels Travel Program and Dimension Hospitality Room Discounts
• Paid Vacation, Flexible/Sick Days and Holiday Pay for Full-Time Team Members (you start accruing on your first day)
• Retirement Savings (401k)
• Complimentary employee lunch and 50% discount in our F&B outlets including our in-house PJ's Coffee
• Tuition Reimbursement with Dimension Hospitality
• Year-round Team Member Recognition Events and Initiatives
• Career Advancement Opportunities

Job Purpose: To perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to an overall positive experience.

Job Responsibilities

• Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
• Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
• Date-stamp, sort and rack incoming mail and messages. Transmit and receive messages using equipment such as telephone, fax and switchboard.
• Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies.
• Take the initiative to greet guests in a friendly and warm manner.
• If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
• May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
• Other duties as assigned.

Job Skills

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

Education

• HS Diploma or equivalent.

Experience

• Minimum 3 months hospitality, general office, accounts receivable or customer service experience.