Guest Relations Agent

Role Overview

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

Role Purpose

You will deliver exceptional hospitality by ensuring seamless check-in and check-out experiences, providing comprehensive guest support, and creating memorable stays that reflect Hilton's commitment to warmth and service excellence.

Key Responsibilities

Guest Arrival & Check-In

• Greet guests upon arrival with a warm welcome.
• Complete the check-in process, including verifying guest details.
• Assign rooms to guests.
• Issue keys to guests.
• Provide welcome materials to guests.
• Offer bell service assistance as needed.

Guest Departure & Check-Out

• Process guest departures and verify charges.
• Handle guest payments accurately.
• Issue receipts to guests.
• Use the point-of-sale system accurately.

Guest Knowledge & Information

• Demonstrate comprehensive knowledge of hotel offerings.
• Provide information on room types available.
• Communicate current rates and promotions.
• Share local area information to assist with guest inquiries.

Revenue & Service Promotion

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

Guest Service & Problem Resolution

• Respond to guest requests promptly.
• Resolve guest concerns with care and urgency.
• Manage messages and communications effectively.

Skills & Competencies

• Passion for hospitality and delivering warm, welcoming service.
• Strong communication and interpersonal skills.
• Integrity and commitment to doing the right thing.
• Leadership ability and capacity to inspire others.
• Teamwork and collaborative approach.
• Sense of ownership and accountability.
• Ability to bring urgency and discipline to every task.
• Point-of-sale system proficiency.
• Knowledge of hotel operations and guest services.