Guest Service Agent

Role Overview

Guest Service Agent at Hilton. This role is part of the Hotels team and focuses on delivering exceptional guest experiences during arrival, departure, and throughout their stay.

Role Purpose

Ensure a seamless check-in and check-out process while spreading the light and warmth of hospitality by delivering memorable experiences that make every guest's stay exceptional.

Key Responsibilities

Guest Arrival & Check-In

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

Guest Departure & Check-Out

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

Guest Communication & Knowledge

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

Revenue Optimization

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

Additional Information

Hilton is a global leader in hospitality that has welcomed more than 3 billion guests worldwide. The company maintains an award-winning workplace culture and has earned repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. Hilton supports career development and offers opportunities for both those starting their careers and those exploring something new.