Guest Service Agent, Vacation Ownership - Hilton Hawaiian Village Waikiki Beach Resort (Finance)

Hilton Hawaiian Village Waikiki Beach Resort is looking for a Guest Service Agent at the Vacation Ownership! Located on the widest stretch of beach in Waikiki. This is a perfect opportunity for someone that has the drive and passion in providing memorable experiences for guest!

Our oceanfront hotel has 5 hotel towers and over 150,000 square feet of indoor and gorgeous outdoor event spaces. Join us and see why Hilton is ranked the best hospitality brand to work for!

Ideal candidates for this role will possess:

At least one (1) years of customer service experience.

Full availability to work shifts including weekdays, weeknights, weekends, overnight and holidays.

Prior hospitality experience would be beneficial.

Shift Pattern: AM PM Overnight
Pay Range: $26.71 - $33.39

The Benefits - Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Access to pay when you need it through DailyPay
• Medical Insurance Coverage - for you and your family
• Mental health resources including Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel program: 100 nights of discounted travel
• Parental leave to support new parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications*
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

A Guest Services Agent - Vacation Ownership is responsible for greeting and registering guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upselling products to the guests. Employee must successfully complete training on all aspects of Hilton Grand Vacations Club Front Desk operations and must have a working understanding of the Hilton Grand Vacations Club timeshare program, including room type differences and layouts.Specifically, you would be responsible for performing the following tasks to the highest standards:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Provides welcome packet containing room keys, departure information, and coupon book to guests. Requires continual standing and movement throughout the front office area.
  Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.
• Greet customers immediately with a friendly and sincere welcome. Offers services and upsells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to understand requests or problems, responds with appropriate action, solutions and follows through. Provides accurate information such as outlet hours and local attractions.
• Verifies credit card information for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, travelers' checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a ten-key machine. Posts charges to guest rooms and house accounts using the computer. Balances and sells stamps.
• Promptly answers the telephone using positive and clear English communication. Input messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger or stress
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion while displaying sincere concern.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

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 accommodation, 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!