Guest Service Agent

About the Company

Hilton Hotels & Resorts is a global leader in hospitality, offering an exceptional experience to guests across its diverse portfolio of brands. With a century of experience, Hilton is committed to filling the earth with the light and warmth of hospitality by providing outstanding services, experiences, and value to both our guests and our team members. We foster a culture of growth, collaboration, and continuous improvement, ensuring our team members feel valued and empowered to deliver their best.

Job Description

Join our dynamic team at Hilton Hotels & Resorts as a Guest Service Agent. In this pivotal role, you will be the first point of contact for our guests, embodying the warm and welcoming spirit of Hilton. You will be responsible for providing exceptional front office services, including check-ins, check-outs, reservations, and assisting guests with their needs and inquiries throughout their stay. Your ability to anticipate guest needs, resolve issues efficiently, and create memorable experiences will be crucial to our success. This role requires a keen eye for detail, strong communication skills, and a passion for delivering world-class hospitality in a fast-paced environment.

Key Responsibilities

• Warmly welcome and register guests, process check-ins and check-outs efficiently following hotel procedures.
• Handle guest inquiries, requests, and concerns promptly and professionally, ensuring guest satisfaction.
• Manage reservations, modifications, and cancellations with accuracy and attention to detail.
• Process payments, handle cash, and maintain an accurate cash drawer and daily reports.
• Provide comprehensive information about hotel facilities, services, and local attractions.
• Act as a liaison between guests and other hotel departments to resolve issues and fulfill requests.
• Maintain a clean, organized, and professional front desk area.
• Adhere to all hotel safety and security procedures.
• Contribute to a positive team environment and uphold Hilton's brand standards.

Required Skills

• Minimum 1 year of experience in a customer service role, preferably in hospitality.
• Excellent verbal and written communication skills.
• Proficiency in using property management systems (PMS) and standard office software.
• Strong problem-solving abilities and a proactive approach to guest needs.
• Ability to work effectively in a fast-paced, dynamic environment.
• Exceptional interpersonal skills and a friendly, professional demeanor.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Preferred Qualifications

• Previous experience with OnQ PMS system.
• A diploma or degree in Hospitality Management or a related field.
• Multilingual abilities are a significant advantage.
• Demonstrated ability to upsell and promote hotel services.

Perks & Benefits

• Competitive hourly wage and opportunities for overtime.
• Generous Hilton Team Member travel program, offering discounted rates worldwide.
• Comprehensive health and wellness benefits package.
• Paid time off and holiday pay.
• Opportunities for professional development and career advancement within Hilton.
• Employee recognition programs.
• Access to a variety of discounts on products and services.

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