Hotel Guest Service Agent

Hilton Santa Fe Buffalo Thunder Resort is a premier hotel and resort located in Santa Fe, New Mexico, known for offering luxury accommodations and exceptional guest services in a vibrant setting that blends cultural heritage with modern comforts. As part of the renowned Hilton hotel chain, this resort prides itself on delivering high standards of hospitality, exceptional amenities, and a welcoming atmosphere, making it a preferred destination for travelers seeking a unique blend of relaxation, entertainment, and cultural experiences. The resort features a variety of onsite amenities including multiple dining options, a casino, spa services, event spaces, and recreational activities, catering to both leisure and business guests. The full-time front office role at Hilton Santa Fe Buffalo Thunder Resort is integral to the guest experience, focusing on providing prompt and courteous service from check-in through check-out while addressing guest needs and resolving challenges efficiently. This hourly, non-exempt position reports directly to Front Office Managers and operates within the Front Office department, working a schedule that is to be determined by the resort's staffing needs, which may include weekends, holidays, and overtime.

In this position, employees serve as the primary point of contact for guests, representing the resort’s values in every interaction. The role involves greeting guests promptly with a friendly and sincere welcome, managing the registration process by inputting and retrieving guest information accurately, confirming reservations including the number of guests and room rates, issuing electronic room keys, and providing guests with welcome packets and tokens of appreciation. Front office associates are responsible for choosing suitable rooms according to guest needs, ensuring guests are aware of their room locations, and facilitating escorts by team members when necessary. Additionally, the position involves handling check-outs by ensuring rooms and services are accurately reflected in guest statements, processing various payment methods like vouchers, credit cards, traveler’s checks, and foreign currency conversions at posted rates. Guest service and communication skills are essential, as associates address inquiries about hotel amenities, VIP programs, and events through various channels including phone and email, while documenting and relaying messages and special requests appropriately. The role also requires effective problem resolution, including managing guest complaints with patience and diplomacy to defuse difficult situations and provide timely solutions. Associates must maintain a calm and professional demeanor, especially during high-pressure situations such as emergencies or busy hotel activity, leveraging experience and judgment to implement necessary actions. Other responsibilities include facilitating safety deposit box use, operating office equipment, and performing additional duties as assigned to support the front office and overall guest services. This role offers the opportunity to be part of a distinguished hospitality environment dedicated to enhancing guest satisfaction and maintaining a high quality of service in a dynamic and culturally rich setting.