Guest Service Agent FT

About the job
Hilton Rotterdam is looking for an ambitious, hands-on and enthusiastic Guest Service Agent!

Are you able to create unforgettable experiences for our guest? Are you ambitious, willing to go the extra mile and eager to learn? Then we are looking for you!

P.S. Did you know? Currently, Hilton is listed #8 of Great Places to Work in the Netherlands: Multinational 2023!

What makes working at Hilton different?

We know that when we invest in our Team Members, our guests will experience an even better stay. We encourage our Team Members to find their passion and to create their own journey throughout careers that suits them.

What will I be doing?

As Guest Service Agent, you report to the Guest Service Supervisor and Front Office Manager. Some examples of your tasks:

Actively use the CRM system to create customer loyalty and exceed guest expectations.
Use the HEART model to independently solve complaints and log complaints in the system as service recoveries.
Be fully aware of terms and conditions of the Honors Loyalty Program and apply on a daily basis.
Be familiar with the departmental and hotel targets regarding Rooms Revenue and Hilton Honors and use these as a focus for your work on a daily basis. Actively participate in the department up-sell incentive program in order to reach the departmental up-sell targets.
Provide guests with information regarding the hotel, its facilities and the surrounding area and helping guests with reservations or bookings when needed.
Respond to guest requests to make sure they leave satisfied.
Prepare group arrivals and departures to make sure everything goes efficiently.
Work with OnQ Property Management System, Vision Key Card System and other systems.
Work closely with the Executive Lounge to make sure guest expectations are met/exceeded.

What are we looking for?

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, we are looking for someone with the following skillset:

Previous Front Office experience in the hotel, leisure or retail sector
Calm, efficient and organised
Excellent personal presentation and communication skills
A passion for delivering exceptional levels of Guest service

It would be beneficial in this position if the following also describes you:

Familiar with the city of Rotterdam and all it has to offer
Multi-lingual

Amongst all other things, these are the benefits when working for Hilton Rotterdam:

Up to 30 nights per year highly discounted staff rates in all 7.200(!) Hilton Hotels Worldwide
50% discount in F&B in restaurants managed by Hilton Netherlands
Up to 70 nights per year highly discounted Friends & Family rates in all Hilton Hotels Worldwide
Extensive development opportunities supported by our Learning & Development department
Travel allowance according to policy of Hilton Rotterdam
Free use of our fitness facilities
Free Wi-Fi in hotel for Team Members
Team Member restaurant
Discount on additional health insurance of ‘CZ Zorgverzekeringen’

Do you recognize yourself in the description? Apply here! We look forward welcoming you to the Hilton Family.

Guest Service

Work Locations

Hilton Rotterdam Hotel

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office

Benefits found in job post
Medical insurance