Guest Service Agent

Role Overview

Guest Service Agent at Hilton Hotels. This role is based at a Hilton hotel property and focuses on delivering exceptional hospitality during guest arrivals and departures.

Role Purpose

To deliver memorable guest experiences by ensuring seamless check-in and check-out processes, providing comprehensive hotel and local knowledge, and responding to guest needs with warmth, care, and urgency.

Key Responsibilities

Guest Arrival & Check-In

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

Guest Departure & Payment

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

Hotel & Local Knowledge

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

Revenue & Service Enhancement

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

Guest Relations & Problem Resolution

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

Qualifications & Experience

No specific education, certifications, or years of experience are stated in the source material.

Skills & Competencies

• Point-of-sale system proficiency.
• Warm interpersonal communication.
• Problem resolution and care-focused customer service.
• Knowledge of hotel operations and local area information.
• Up-selling and revenue-focused sales techniques.

Additional Information

Hilton is recognized on the World's Best Workplaces list by Great Place to Work and Fortune. The company operates award-winning workplace culture and supports team member career development and progression.