Guest Service Agent

Hilton Worldwide, Inc.; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading international hotel chain is seeking a Guest Service Agent in Melbourne, Australia. The ideal candidate will demonstrate a passion for exceptional customer service and a friendly demeanor. Responsibilities include check-in/check-out processes, managing guest inquiries and complaints, and maximizing sales through excellent service delivery. Join a company recognized as a top employer offering travel discounts and professional development opportunities.

Benefits

Worldwide travel discounts

Competitive wages

Access to growth opportunities

Employee Assistance Programs

Qualifications

• Must have a friendly and positive demeanor.
• Ability to work under pressure and pay attention to detail.
• Excellent presentation and communication skills.

Responsibilities

• Welcome Guests and manage check-in process.
• Handle check-out process efficiently.
• Manage Guest requests and complaints effectively.
• Delight Guests to ensure memorable stays.
• Maintain knowledge of hotel products and services.
• Maximise sales through up-selling.
• Handle incoming communication duties.

Skills

Friendly demeanor

Calm under pressure

Excellent communication skills

Passion for customer service

Attention to detail

Adaptability to new systems

Job description

Job Description

Guest Service Agent (Job Number: HOT0BWE8)

Work Locations

Hilton Melbourne Little Queen Street, 18 Little Queen Street, Melbourne, 3000

This position is open to Australian residents only or applicants who have the legal right to work in Australia.

About Hilton Melbourne Little Queen Street

Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This stunning hotel in the heart of the CBD features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and meeting & event spaces.

About the role

As a Guest Service Agent, you will have a visible passion for hospitality and delivering exceptional customer service. You will be part of the Front Office Team which is the main connection between our guests and the hotel. Our Guest Service Agents are instrumental in ensuring our guests enjoy their stay. They are responsible for:

• Welcoming all Guests and fulfilling the check-in process for Guests and group arrivals
• Complete the check-out process for departing guests using the hotel systems
• Manage, effectively and efficiently, Guest requests, inquiries, and complaints
• Proactively find ways to delight and excite our guests to ensure their stay in memorable
• Maintain current knowledge of hotel products, services and special promotional offers, as well as daily VIP movements and special events
• Maximise sales revenues through up‑selling and marketing programs
• Perform general incoming communication duties, including answering telephone calls and responding to emails.

What are we looking for?

• Have a friendly, bubbly and positive demeanour
• Work calmly and efficiently under pressure with a keen eye for detail
• Have excellent personal presentation and communication skills.
• Exude a passion for delivering exceptional levels of customer service
• Adapt to learning new computer systems with ease
• It would be advantageous if you have:
  • Proven ability in problem resolution
  • Previous experience in Front Office/Concierge within a hotel
  • Valid Australian Drivers License

What will it be like to work for Hilton?

At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. Over the past two years we have been ranked #2 across all industries in Australia by the Great Place to Work Institute and in 2025, Hilton ranked #1 across all industries! At Hilton, you can also look forward to receiving:

• Worldwide travel discounts at unbelievable rates for you and your friends and family!
• Competitive wages
• Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few
• A workplace culture that foster personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing

Job

Guest Services, Operations, and Front Office