Guest Service Agent (Casual)

Hilton; Perth; On-site; AUD 48,000 - 60,000; Full time

Benefits offered by this job

Uniform provided

Meals on duty

Career development

Travel discounts

Fitness access

Discounts on F&B

Recognition programs

Wellbeing initiatives

Job summary

Hilton Perth welcomes guests with warmth and efficiency at the front desk, delivering seamless check-in and check-out experiences. The Guest Service Agent.role focuses on making every guest feel valued, answering inquiries, and guiding guests through hotel services and local information.

Based in Perth CBD, you will contribute to a high-standard guest experience, uphold Hilton's service standards, and collaborate with the hotel team to ensure memorable stays for all guests.

Qualifications

• Proven ability to communicate clearly with guests and colleagues.
• Proficient in English; additional languages are a plus.
• Excellent multitasking in a fast-paced environment.
• Positive attitude and passion for guest service.

Responsibilities

• Deliver a warm welcome and complete check-in process.
• Support efficient check-out and accurate billing using POS.
• Provide hotel knowledge to assist guests and upsell hotel services.
• Respond to guest requests and resolve concerns with care and urgency.

Skills

Strong communication

Interpersonal skills

English proficiency

multitasking

Positive attitude

Tools

PMS

Job description

Job Description

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! 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 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.

Discover Your Next Destination

Located in the heart of Perth's CBD, Parmelia Hilton Perth combines contemporary elegance with warm hospitality. Just moments from Elizabeth Quay, Brookfield Place, and the city's premier business and entertainment precincts, the hotel offers exceptional dining experiences, stylish accommodation, and outstanding service. As part of Hilton's flagship hotel in Western Australia, you'll have the opportunity to build a rewarding career while creating memorable experiences for our guests every day.

A World of Rewards

• Enjoy the convenience of a fully provided and laundered uniform
• Complimentary fresh and healthy meals while on duty
• Personalised development with support from our on-site Learning & Development Manager, plus global career opportunities across Hilton.
• Make a meaningful impact through our award‑winning Corporate Responsibility programmes – learn more (Responsible Business | Travel with Purpose | Hilton TWP)
• Go Hilton Team Member Travel Program – enjoy heavily discounted hotel stays from as little as $70 per night across the globe
• Fitness Passport - access a wide network of gyms and fitness centres
• Up to 25% off Food & Beverage across participating outlets
• Year‑round recognition programmes celebrating your contributions and achievements
• Wellbeing initiatives to support your mental and physical health

Responsibilities

Here’s what you’ll do during a typical day:

• 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

Qualifications

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.

An Now focus, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Minimum Qualifications

• Have a minimum of 12 months of full Australian Working rights (sponsorship is not offered)
• Physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
• Valid Responsible Service of Alcohol (RSA) certificate
• 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.