Guest Service Agent / Receptionist (Mandarin-speaking )

Hilton Worldwide, Inc.; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Agent to deliver exceptional service and create memorable experiences for guests. In this role, you will be the first point of contact, ensuring smooth check-ins and check-outs while managing guest queries with efficiency and professionalism. You will have the opportunity to contribute to a positive atmosphere and assist in training new team members. Join a team that values hospitality and teamwork, and be part of a legacy that has defined excellence in the hotel industry for nearly a century. If you have a passion for service and a commitment to guest satisfaction, this is the perfect opportunity for you.

Qualifications

• Previous experience in a customer-focused industry is essential.
• Excellent grooming standards and a calm, organized demeanor are required.

Responsibilities

• Provide exceptional reception services for guests from check-in to check-out.
• Maximize room occupancy and promote hotel services through up-selling.

Skills

Customer Service

Communication Skills

Attention to Detail

Multi-tasking

IT Proficiency

Education

Experience in Customer-focused Industry

Job description

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As Guest Service Agent, you will serve on the Front Office Team to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, is responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and/or other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations, and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Guest Service Agents 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 experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

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

• Previous experience in cash handling
• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!