Guest Service Agent (Casual)

Hilton Hotels; Perth; On-site; AUD 30,000 - 36,000; Full time

Benefits offered by this job

Uniform provided

Free meals on duty

Team member travel discounts

Fitness Passport

Food & Beverage discounts

Wellbeing initiatives

Award-winning culture

Global career opportunities

Job summary

Hilton Perth Waterfront is seeking a Guest Service Agent to deliver a warm welcome to guests, manage check-in and check-out, and assist with inquiries while upholding Hilton standards. The role requires strong communication, familiarity with PMS, and a professional, calm demeanor in a fast-paced front desk environment.

Based in the Perth Metropolitan Area, you will work flexible hours including nights, weekends, and holidays, with benefits such as meals on duty, uniform provision, and staff

Qualifications

• Minimum 6 months of full Australian Working rights (sponsorship not offered).
• Physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance).
• Valid RSA certificate.
• Previous guest service or front office experience in hospitality.

Responsibilities

• Deliver a warm welcome and complete check-in/check-out, verify guest details, and assist with bell service as needed.
• Process guest departures, verify charges, handle payments, issue receipts, and use POS accurately.
• Demonstrate knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.

Skills

Guest service

Communication

Front office systems

Multitasking

English proficiency

Tools

PMS

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

Nestled on the banks of the Swan River, neighboring the iconic Elizabeth Quay, DoubleTree by Hilton Perth Waterfront offers guests a serene atmosphere, right in the heart of the city. With stunning waterfront views, contemporary accommodation, and exceptional dining venues, our hotel is dedicated to delivering the warm DoubleTree welcome and creating memorable experiences for every guest.

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

Join an Award-Winning Workplace Culture

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 our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
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.

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.

In addition, this role requires the following minimum qualifications:

• Have a minimum of 6 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.

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.

In addition, this role requires the following minimum qualifications:

• Have a minimum of 6 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.

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

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