The Hilton Garden Inn Charleston Airport is seeking individuals to join their outstanding customer service team for the overnight shift. Potential candidates should be energetic, warm, upbeat, outgoing, and have the willingness to provide the best guest service at all hours of the day.
Night Auditor
Our Night Auditors are often the first point of contact and the first impression for our valued guests. The goal is to ensure every guest has a wonderful stay in order to maintain Hilton's high standards of satisfaction and brand loyalty, regardless of what time of day it is.
Essential Duties/ Responsibilities
Guest Service Agents will:
- Welcome guests in a warm, friendly, professional manner
- Check guests in, issue room keys, provide information on hotel services and room location
- Check guests out, including resolving any late or disputed charges
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Accurately process all cash and credit card transactions using established procedure
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- Performing courtesy call backs to guests inquiring into their stay and room appearance
- Attend all monthly and required hotel meetings
- A willingness to cross train
- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the manager on duty
- May routinely book reservations for individuals/guest by phone or within the hotel; process cancellations, revisions, and update guest preferences.
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Problem solving, reasoning, motivating and training abilities are often used
- Have the ability to work a flexible schedule including nights, weekends and/or holidays
Knowledge/ Experience
- High School Diploma
- Basic computer skills to operate various property management and reservations systems, etc.
- Customer Service Skills, passionate about people and service
- Strong communication skills essential when interacting with guests and employees
Pay: From $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
