Things you need to know about your Role

• A Guest Service Representative is responsible for tending to the need of guests, during their stay especially during the check-in/check-out processes. Essential job functions include: maintaining guest privacy, providing information to guests about hotel policies, services and amenities; responding to requests for assistance and information; providing information to guests about the local area (e.g. directions, places to eat); selling rooms to "walk-in" customers; entering/changing reservation information on the computer system; accurately posting charges to guest accounts; processing payments from guests; making necessary corrections to guest accounts; informing housekeeping department about room status/availability; listening to and responding to guest complaints; operating hotel switchboard and VM system; taking messages for guests/employees; cleaning the front desk area; maintaining daily logs; balancing shift work and cash drawers; meeting hotel standards for guest service and work habits; wears wardrobe/ uniform assigned based on current brand standards; utilizes brand appropriate Service Skills on a daily basis; and any other duties as assigned. 

• DRESS CODE: You are the face of the company. You are to be in a professional manner and dress in a professional manner as well. You will be provided uniforms paid by the hotel. Please provide your manager your uniform sizes if you have not already done so. If you have not received a uniform yet, please dress accordingly: Business casual, no jeans, no tights/ leggings, no revealing/ tight clothes, shoes must be closed toe, closed heel. Make sure you maintain good hygiene

•  Being punctual is very important! Make sure you are always on time and if you going to be late, please call the hotel and let management know.  If you are to call out from a shift, you need to call 3 hours in advance or you will be held responsible.

Checking in Guests Step by Step

• Welcome any guests that walk into our lobby.

• If they come to the desk, ask “how may I assist you?” instead of “are you checking in?” They could be here for something else.

• If they are checking ask for their last name and confirm the first name when you find it.

• ALWAYS check their ID and card on file. If their name is not on the room they cannot check into the room unless confirmed by guest on reservation.

• If they are a Hilton honors member, thank them for their loyalty. If they are not a Hilton honors member, make sure you get all their information (address, phone number, email) always ask if they would like to join the Hilton honors program. You get incentives if we meet our monthly goal of Hilton honors enrollments.

• After getting all of their information, confirm how many nights they are staying and if it is 2+ plus, ask if they would like housekeeping service and put it in the guest request on their reservation.

• Assign their room according to their needs.

•  Check in the room, it will ask if you would like them to insert their card, click YES always for them to insert their card unless they are Gold/Diamond. Gold/Diamond just confirm last 4 digits of card.

•  Give them room keys and let them know our restaurant hours and where the elevators are and say “my name is ____, if you need anything please let us know and enjoy your stay!”

Checking in 3rd Party Reservations

•  3rd party reservations are reservation booked through Booking.com, Expedia, Priceline, Agoda, Travelweb, FitCC, etc.

• 3rd party reservations cannot be modified or canceled. Let them know they have to go through the company they booked with for any modifications or cancelations.

• Make sure their receipts are split correctly unless it says hotel collect, collect payment from guest in the comments.

•  Once they are split make sure rate & receipt for room charge is hidden, do not disclose the rate they booked with them.

•  Set all 3rd party reservations to tax exempt, except booking.com.

• Make sure you get all guest information (address, phone number, and email)

• Check in as usual

Checking out Guests Step by Step

• Greet guest & ask how you can assist them.

•  Ask did they enjoy their stay.

•   If they are checking out, find their reservation by last name or room number. If you search the room number always confirm guest name.

• Make sure the “remaining auth” is not red. If the amount is red then that means we need to collect that amount of money before checking the guest out.

•  After you collect the payment, ask if they would like an emailed receipt or a printed copy.

•   If they prefer a printed copy make sure you hard charge the card before printing the receipt.

• Then click the flag to check them out.

Hilton Honors Tiers

• Only SILVER, GOLD, DIAMOND receive 2 bottles of water at check in. Do not give them extra waters at checkout unless requested.

• Only GOLD, DIAMOND have the options of the Daily food and beverage credit or 750 bonus points. Always ask their preference at check in.

• Food and Beverage Credit is 10$ per person per NIGHT, limited to 2 people per reservation, for a total maximum of 20$ per NIGHT. Can only be redeemed for one room if they have multiple booked. This can only be used for Food/Non-Alcoholic Beverages at the gift shop, restaurant, and breakfast. 

• Gold and Diamond receive complementary upgrades if there is availability.

• Diamond members receive access to diamond parking. It is marked in the front parking lot and the back parking lot. 

Diamond members do get the premium internet for free, BUT they have to sign in using their HHONORS number 

Room Types

• Q2- 2 Queen Bed Standard

•  K1- 1 King Bed Standard

• Q2RRD- 2 Queen Bed Roll In Shower

• K1RRJ- 1 King Bed Roll In Shower

•  K1RRC- 1 King Bed with Accessible Tub

• Q2RRC- 2 Queen Bed with Accessible Tub

•  K1RRV- 1 King Bed Hearing Accessible

•   Q2RRV- 2 Queen Bed Hearing Accessible

We do not have any suites, only standard hotel rooms. All rooms come with mini fridge, microwave and Keurig.

Extra Tips and Policies

•  All employees can get 25% breakfast, dinner or marketplace. Employees can have free fountain drinks from the kitchen as well.

•   Employee parking is in the back parking lot.

•  We do not allow locals within a 50 mile radius unless approved my manager.

•   Drinks or food not allowed at the desk unless it is a bottled drink.

•  You are allowed a 30 minute unpaid break if someone is here to cover. (Coworker/manager) Small breaks can also be covered if someone is here and able to cover for you.

•  If you are morning shift, please use the walkie to communicate with PAC, Maintenance, Housekeeping throughout day as needed. Check back of walkie for codes to use if necessary.

•  If you are morning shift, please check all of your towels, tissues, toilet paper and use the walkie to call PAC to stock as needed.

• Any packages delivered need to be placed in back office right away. Do not leaving sitting in the front unless it is a big order. If it is a big order, call PAC or Maintenance to come and pick them up.

• Always check packages for guest names if it is not for the hotel and notify guest their package is here.

•  We need to remain at the desk at all times unless you have someone to cover for you.

• We have lockers in the breakroom for personal use, but you are more than welcome to leave your stuff in the back office.