Front Office / Guest Service Agent

Hilton; Cairns Regional; On-site; AUD 52,000 - 68,000; Full time

Job summary

Hilton in Cairns is seeking a Front Office / Guest Service Agent to greet guests, manage check-ins/outs, and respond to inquiries with warmth and efficiency.

Strong English communication, a calm, professional demeanor, and familiarity with hotel PMS are essential. Flexibility for nights, weekends, and holidays is required to deliver exceptional hospitality.

Qualifications

• Experience in guest service or front office within hospitality is preferred.
• Strong communication and interpersonal skills for guest inquiries and complaints.
• Proficiency with hotel PMS and front office procedures.
• Ability to multitask and remain calm in a fast-paced environment.
• English proficiency; additional languages are a bonus.
• Flexibility to work nights, weekends, and holidays.

Responsibilities

• Deliver a warm welcome: greet guests, complete check-in, verify details, assign rooms, issue keys, provide welcome materials.
• Support efficient check-out: verify charges, handle payments, issue receipts, use POS accurately.
• Provide hotel and local knowledge to assist with inquiries.
• Promote hotel services and amenities to maximize revenue.
• Delight guests by addressing requests and resolving issues promptly.

Skills

Guest service

Front desk operations

English communication

PMS familiarity

Education

High school diploma or equivalent

Tools

PMS software

Job description

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands,and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore ourCareers Blogto see why we’re more than a great place to stay—we’re a great place to work.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Front Office / Guest Service Agent, you’re not just ensuring a seamless check-in and check-out process — you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A 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, knowing it can make a lasting impact.

Minimum Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.

Typical Day Responsibilities

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications