Front Desk GSA (Embassy Suites Brier Creek - Raleigh, NC)

Hilton is a globally recognized leader in the hospitality industry, renowned for its diverse portfolio ranging from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. With nearly a century of experience, Hilton has committed itself to delivering exceptional accommodation, service, amenities, and value to both business and leisure travelers worldwide. The company's vision, "to fill the earth with the light and warmth of hospitality," serves as a guiding principle that unites its employees in creating remarkable guest experiences every day. Hilton's dedication to quality and consistency across its global brands positions it as a preferred hospitality provider with a strong reputation for customer satisfaction and loyalty. The role of Guest Service Associate (GSA) at Hilton is vital in ensuring a reliable, comfortable, and trouble-free experience for all guests regarding sleeping accommodations. This position is key to upholding the high standards established by Hilton and its Embassy Suites brand. A GSA must exhibit meticulous attention to detail by appropriately planning and warmly welcoming guests, providing personal attention that turns routine stays into memorable visits. Mastery of Hilton's proprietary systems, including OnQ, HHonors database, Guest Dossier, Group Resume, and other communication tools, is essential for maintaining efficient operations and delivering excellent customer service. The GSA is expected to respond promptly and effectively to guest requests or issues from initial contact to resolution, ensuring satisfaction and fostering guest loyalty that aligns with the Embassy Suites and Hilton Worldwide mission. This role not only involves delivering frontline service during check-in and check-out but also encompasses assisting other hotel departments to sustain a welcoming atmosphere and superior guest service. In this capacity, the GSA demonstrates punctuality, professionalism, teamwork, and a commitment to embodying Hilton's hospitality standards. Essential responsibilities include staying current with mandatory training and certifications, accurately managing guest reservations, protecting guest privacy and security, following proper credit card and payment procedures, coordinating with bell and driver staff for guest transport, managing communications such as wakeup calls, assisting guests with billing inquiries, and supporting meetings and events within the hotel environment. The GSA must be well-informed about local attractions, hotel amenities, and operational standards to provide guests with helpful information and exceed guest service expectations. The role further requires collaborating closely with management and other departments such as Housekeeping and Engineering to fulfill guest requests and maintain hotel facilities. The position demands the ability to handle multiple priorities calmly and efficiently, ensuring that all operations meet brand standards for safety, service quality, and financial control, including cash handling and inventory management. Hilton values team members who contribute to a positive and cooperative work culture, fostering loyalty, stability, and continuous improvement. The GSA plays a critical part in achieving organizational goals related to occupancy, revenue, and guest satisfaction, measured through feedback platforms like SALT and TripAdvisor. Working at Hilton entails a dynamic and flexible schedule, with the expectation to assist across various hotel areas when necessary, demonstrating versatility and dedication to exceptional hospitality service.

• High school diploma or equivalent preferred
• previous hospitality or front desk experience
• proficiency with computerized systems
• strong communication skills in English
• mathematical competency
• ability to handle multiple tasks calmly
• punctuality and professionalism
• willingness to work flexible hours including weekends and holidays