Front Office / Guest Service Agent

Role Overview

Front Office / Guest Service Agent at Hilton. You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay.

Role Purpose

You will spread the light and warmth of hospitality by delivering memorable experiences that make every guest stay exceptional. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly.

Key Responsibilities

Guest Check-In and Arrival

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

Guest Check-Out and Payments

• Process guest departures by verifying charges, handling payments, and issuing receipts.
• Use the point-of-sale system accurately.

Guest Service and Support

• Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications.
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.
• Handle guest inquiries and complaints professionally.

Revenue Optimization

• Use up-selling techniques to recommend hotel amenities and services.
• Maximize room and service revenue.

Qualifications & Experience

• Previous experience in a guest service or front office role within the hospitality industry.
• Proficiency in hotel property management systems (PMS) and general front office procedures.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent multitasking skills.
• Ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Positive attitude and genuine passion for providing exceptional guest service.

Additional Information

• Ability to work flexible hours, including nights, weekends, and holidays.
• Core values: passion for spreading the light and warmth of hospitality; acting with integrity; inspiring others through leadership; belief that teamwork drives the best outcomes; sense of ownership and accountability; and focus on the now, bringing urgency and discipline to every moment.