Guest Service Agent

Job description

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

 

As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

·  Serve as the primary point of contact for guest requests received by phone, email, or internal systems.
·  Accurately log, create, and follow up on service requests and tasks for Housekeeping, Maintenance, Room Service, and other departments.
·  Coordinate and track guest requests to ensure timely resolution and guest satisfaction.
·  Take Room Service orders in accordance with established standards, including order confirmation, delivery time expectations, and billing accuracy.
·  Ensure strict attention to food allergies, dietary restrictions, medical conditions, and guest preferences when processing orders or requests.
·  Perform suggestive selling and upselling of beverages and menu items in a natural and service‑oriented manner.
·  Transfer calls accurately to the appropriate departments while providing clear and complete information.
·  Maintain detailed and accurate records of guest interactions, requests, complaints, and follow‑ups in the property management system.
·  Anticipate guest needs and proactively offer assistance or alternatives when possible.
·  Handle guest concerns or complaints with empathy and professionalism, escalating to management when required.
·  Communicate effectively with all hotel departments to ensure seamless service delivery.
·  Ensure compliance with hotel policies, procedures, brand standards, and confidentiality requirements.
·  Maintain knowledge of hotel services, amenities, outlets, operating hours, and emergency procedures.
·  Support the Front Office and Guest Services team in delivering exceptional guest experiences at all times.
· 
Achieve positive outcomes from Guest queries in a timely and efficient manner

 

·  Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
·  Demonstrate a high level of customer service at all times
·  Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
· 
Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties

 

·  Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Act in accordance with policies and procedures when working with front of house equipment and property management systems
· 
Follow company brand standards

 

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· 
Answer all incoming guest calls promptly, courteously, and professionally, following brand and telephone etiquette standards.
What are we looking for?

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·  Previous experience in a customer-focused industry
·  Positive attitude and good communication skills
·  Commitment to delivering a high level of customer service
·  Excellent grooming standards
·  Calm, efficient, and organized with great attention to detail
·  Ability to multi-task while maintaining a positive attitude when working with a Guest
·  Professional manner with an emphasis on hospitality and guest service
·  Ability to work on your own and as part of a team
·  Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·  Previous experience in cash handling
·  Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
·  Conflict resolution experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!