Guest Service Agent

Hilton Hotels; Melbourne; On-site; AUD 45,000 - 65,000; Full time

Job summary

Hilton Melbourne Little Queen Street is seeking a warm Guest Service Agent to join our Front Office team in the heart of the CBD. You will welcome guests, assist with check-in and check-out, handle inquiries and requests with professionalism, and help create memorable stays.

You will maintain knowledge of our services, promotions and events, collaborate with colleagues, and look for opportunities to maximise guest satisfaction and revenue through up-selling and thoughtful service.

Qualifications

• 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
• Ability to work around a 7-day week roster including evenings, overnight shifts, weekends and public holidays
• Proven ability in problem resolution
• Previous experience in Front Office/Concierge within a hotel
• Valid Australian Drivers License

Responsibilities

• 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 is 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.

Job description

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 ours guest 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
• Maximize 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
• Ability to work around a 7-day week roster including ability to work evenings, overnight shifts, weekends, and public holidays.
• 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. In 2025, Hilton ranked #1 across all industries by the Great Place to Work Institute in Australia and Worldwide. 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

Join #1 Great Place to Work in Australia and make every guests stay memorable with your welcoming personality, making every guests stay unforgettable!