Guest Service Agent

Job Description

Join us now and enjoy the Hilton experience for yourself.

A Guest Service Agent assists in daily Front Office operations and works with customers and Guests to serve their needs and provide an excellent customer service experience.

What will I be doing?

As Guest Service Agent, you will assist in daily Front Office operations and work with customers and Guests to serve their needs and provide an excellent customer service experience. A Front Office Agent is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Welcome and fulfil the check-in process for Guests and group arrivals.
• Complete the check-out process for departing guests using the hotel systems.
• Provide prompt service and actively seek opportunities to drive Guest satisfaction
• Manage, effectively and efficiently, Guest requests, inquiries and resolve or escalate any complaints in a timely manner.
• Manage, resolve or escalate any and all Guest complaints quickly.
• Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP arrivals/departures and special events.
• Work with all facilities and services provided within the hotel and identify opportunities for up-selling and promoting new or ongoing events.
• Act in accordance with fire, health and safety regulations and follow the correct procedures when required
• Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems.

What are we looking for?

Guest Service Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous customer service experience within the hotel/leisure/retail sector
• Excellent interpersonal and communication skills
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• High level of IT proficiency