Guest Service Agent

Hilton Washington Dulles Airport

Location: US - VA - Herndon

Feb 5, 2018
Job Details

  1. Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
  2. Check departing guests out of the hotel as per hotel procedures.
  3. Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
  4. Resolve guest problems and complaints.
  5. Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
  6. Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
  7. Post charges to individual room or master account.
  8. Complete tasks on daily checklist.
  9. Communicate with other hotel departments to maintain a high level of guest satisfaction.
  10. Adhere to guest safe deposit box procedures.
  11. Adhere to policies regarding handling of employee’s cash bank.
  12. Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
  13. Sell Honors Program to guests.
  14. Process mail, messages, faxes and packages.
  15. Assist with Guest Service as needed.
  16. Responsible for knowledge of groups and functions in the Hotel on a daily basis.
  17. Notify management of any pertinent information related to shift activities.
  18. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
  19. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  20. Be a Team Player and encourage the teamwork attitude among staff.
  21. Attends department and inter-departmental meetings.
  22. Notify management of any pertinent information related to shift activities.
  23. Be knowledgeable in all hotel emergency procedures.
  24. Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
  25. Ensures total guest satisfaction.
  26. Follow supervisor’s instructions and performs other duties as directed or assigned.

The Hilton Washington Dulles is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to or call 703-834-1981 to let us know the nature of your request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Skills Behaviors





Licenses & Certifications 
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Customer Service, Front Desk, Host(ess)