Guest Service Agent

Role Overview

Guest Service Agent at Hilton. The role is based at a Hilton hotel property.

Role Purpose

Deliver exceptional hospitality by ensuring seamless check-in and check-out experiences while creating memorable stays for every guest through warm welcomes, knowledgeable service, and attentive problem-solving.

Key Responsibilities

Guest Arrival & Check-In

• Greet guests upon arrival with a warm welcome.
• Complete the check-in process, including verifying details, assigning rooms, and issuing keys.
• Provide welcome materials and bell service assistance.

Guest Departure & Check-Out

• Process guest departures by verifying charges and handling payments.
• Issue receipts using the point-of-sale system accurately.

Guest Knowledge & Communication

• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, and promotions.
• Provide local area information to assist with guest inquiries.
• Respond to guest requests and manage messages and communications effectively.

Service Excellence & Revenue

• Promote hotel services and amenities using up-selling techniques.
• Recommend services to maximize room and service revenue.
• Resolve guest concerns with care and urgency.

Core Values

Hilton team members embody a passion for spreading the light and warmth of hospitality, acting with integrity, inspiring others through leadership, driving teamwork, maintaining a sense of ownership and accountability, and focusing on the now with urgency and discipline.

Additional Information

Travel Benefits

• Enjoy 110 nights of deeply discounted travel through the Go Hilton travel program, with room rates as low as $40 USD per night at Hilton's world-class hotels.

Family Support

• Paid parental leave is available for eligible team members, including partners and adoptive parents.

Wellbeing Resources

• Access to crisis concierge support offering compassionate assistance during times of loss.
• Mental health resources available through the Care for All hub, including free counseling and support through the Employee Assistance Program (EAP) for eligible team members in many countries.

Benefits availability may vary depending on team member location and terms and conditions of employment, and are subject to the terms and conditions of each specific program or plan.