Guest Service Agent — Elevate Guest Experience & Upsell

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

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.