Guest Relation Agent Full Time

A Guest Relation Agent (F&B) provides F&B services for Guests to contribute to an overall exceptional experience.

What will I be doing?

As Guest Relation Agent (F&B) you will serve on the F&B, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including Welcome and farewell.
• Ensure that the F&B Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize F&B upsell and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Guest Relations Agent (F&B) serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• F&B experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience