Guest Service Agent (FO/F&B)

As our Guest Service Agent you inspirationally provide our guests the warmth of hospitality and Hamptonality. You are tasked with achieving high levels of guest satisfaction by providing an efficient, customer friendly and hospitable Hampton by Hilton check in and check out experience. You are also responsible to oversee the Food and Beverage operations and to optimise F&B profitability whilst delivering great guest experiences and maintaining a high level of engagement and happiness in the restaurant.

What does GUEST SERVICE AGENT do in a Hotel?:

• Come to work every day with a smile on your face ☺
• Execute duties as assigned by the Guest Service Manager, GS Supervisor on shift or Hotel Manager in all guest-facing areas (lobby, front desk, F&B service areas)
• Be a reliable member of the Guest Service Team and a collaborative colleague whose passion for hosting can be observed every day
• Be ready and organized to deliver true Hampton customer service from welcome to good-bye, regardless whether it is in the lobby, front office or F&B service area of the hotel
• Deliver customer service with Hamptonality in all shifts (early, late, night), living up to our vision.
• Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly
• Know our Hilton Honors Loyalty program well, actively promote it to guests, enroll new members and become a true Hilton Honors Champion
• Close guest transactions in FO effectively, solicit feedback, and deliver a memorable goodbye
• When scheduled on a F&B Guest Service shift, tasks to be executed include the order-taking, delivery of any food and/or beverage items, and clearing of tables.
• Take orders from guests at the bar with a smile on your face.
• Deliver food and/or beverage items to the table of the guest and ask actively for guest feedback
• Actively ask Guests served in F&B for feedback while taking orders and delivering food to guests
• Understand the specifications of the dishes we sell, their price, and the processes designed to present them to our guests. Be informed about the special dishes of the day or week.
• Actively upsell our products and provide advice to guests on food recommendations and beverage pairing
• Be aware of planned hotel and Guest Service team meetings and learning sessions and attend as required
• Participate positively in pre and post shift briefs and apply learning to future service
• Volunteer to participate in company campaigns like TwP or TM committees
• Always deliver ‘fair share’ in team task elements of the role and support colleagues whose workload may temporarily be heavy
• Attend all mandatory F&B service trainings and be ready to work regular shifts in F&B areas
• Be a Hampton by Hilton role model for others in the hotel

What is required for this position?

To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Desire to work with guests and colleagues, like a big family
• Willingness for ongoing development
• Hospitality, service-orientation
• Strong Leadership abilities and organizational skills
• Flexibility to respond to a range of different work situation
• Proficiency in Russian, Kazakh and English languages

What we offer as a company?

• Social security and guaranties
• International Brand experience and Career Development
• Training and Development opportunities
• Corporate Hilton Travel Program

Hamptonality Starts with Me!

"Hamptonality Starts with Me!" is what defines Hampton team. So what exactly does it mean?

It means we make Hamptonality our own. We bring our own individual strengths and irresistible personalities to work. We find our own ways to deliver on our brand values. It’s a FACT that the world needs more people who are friendly, authentic, caring and thoughtful. If it's all about you, JOIN US!