Guest Service Agent

Role Overview

Guest Service Agent at Hilton. The role is based in a hotel environment where you will deliver hospitality services and create memorable guest experiences during arrival and departure.

Role Purpose

As a Guest Service Agent, you ensure a seamless check-in and check-out process while spreading the light and warmth of hospitality and delivering memorable experiences that define every guest's stay.

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 or bell service assistance.

Guest Departure & Check-Out

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

Guest Support & Communication

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

Hotel & Local Knowledge

• Demonstrate comprehensive knowledge of hotel offerings.
• Communicate knowledge of room types, rates, and current 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 opportunities.

Skills & Competencies

• Point-of-sale system operation.
• Guest service and hospitality delivery.
• Problem-solving and concern resolution.
• Communication and customer engagement.
• Knowledge of hotel operations and local information.

Additional Information

Hilton's core values for success in this role include: a passion for spreading the light and warmth of hospitality; acting with integrity and doing the right thing; inspiring others through leadership; belief that teamwork drives the best outcomes; a sense of ownership and accountability; and a focus on the now, bringing urgency and discipline to every moment.