[Job Vacancy] Customer Service Agent at Hilton Hotels and Resorts

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Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all.

We are recruiting to fill the position of:

Job Title: Customer Service Agent

Job ID: HOT08HL3
Location:  Maitama, Abuja
Schedule: Full-time
Job: Guest Services, Operations, and Front Office
Brand: Hilton Hotels & Resorts

Job Description

• A Customer Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

Responsibilities
What will I be doing?:

• As Customer Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

A Customer 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 check in/out, and complete audit procedures, as required
• Maximize room occupancy 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
• Ensure that the Reception 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
• Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Assist other departments, as necessary.

Requirements
What are we looking for?:
Customer Service Agents 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:

• B.Sc / HND in Social Sciences or English
• Previous experience in a customer-focused industry
• 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 with Opera PMS.
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards

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

• Previous experience in cash handling
• Front Office / Concierge experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience.

How to Apply
Interested and qualified candidates should:
Click here to apply