Guest Relations Agent | Hilton Salwa

Role Overview

Guest Relations Agent at Hilton Salwa. You will deliver exceptional hospitality by managing guest arrivals, departures, and requests to create memorable experiences throughout their stay.

Role Purpose

To ensure seamless check-in and check-out processes while spreading the light and warmth of hospitality through attentive service, anticipating guest needs, and delivering memorable experiences that maximize guest satisfaction and hotel revenue.

Key Responsibilities

Guest Arrivals & Check-In

• 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 Departures & Check-Out

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

Guest Support & Service Delivery

• Respond to guest requests and resolve concerns with care and urgency.
• Anticipate guest needs and ensure prompt and efficient handling of requests.
• Effectively manage messages and communications.
• Manage guest feedback, inquiries, and complaints, ensuring appropriate service recovery and follow-up.

Hotel & Local Knowledge

• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, and promotions.
• Provide local area information to assist with guest inquiries.

Revenue Optimization

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

Special Guest Arrangements

• Coordinate VIP, Hilton Honors, repeat guest, and special occasion arrangements.

Skills & Competencies

• Russian language proficiency (preferred).
• Point-of-sale system operation.
• Guest service and communication skills.
• Problem-solving and service recovery ability.

Additional Information

• Hilton is recognized on the World's Best Workplaces list by Great Place to Work and Fortune.
• The company has welcomed more than 3 billion guests worldwide.
• Career development and support are available to all team members.