Guest Service Agent

Hilton Winnipeg Airport Suites; Winnipeg; On-site; CAD 21,000 - 28,000; Full time

Job summary

Hilton Winnipeg Airport Suites in Winnipeg, MB is seeking a Guest Service Agent to warmly welcome guests, handle check-in and check-out, and manage reservations and room assignments.

This full-time, on-site role requires excellent guest service, clear communication, and coordination with housekeeping and other departments to ensure a smooth stay.

Qualifications

• Strong customer service and guest relations skills.
• Effective verbal and written communication with guests and team members.
• Basic computer literacy; ability to learn hotel software.
• Solid organizational and time-management skills, including cash handling.

Responsibilities

• Welcome guests and manage check-in/check-out processes.
• Handle reservations and room assignments.
• Respond to guest inquiries in person, by phone, and by email.
• Coordinate with housekeeping and maintenance to meet guest needs.
• Process payments and maintain accurate records in the PMS.

Skills

Customer service

Communication

Organization

Cash handling

Problem solving

Front desk

Hospitality

Teamwork

Education

High school diploma or equivalent

Tools

Property Management System

Job description

Company Description

Hilton Winnipeg Airport Suites is Winnipeg's only upscale all-suites hotel, known for passionate team members who are dedicated to delivering exceptional guest experiences. Located less than two kilometers from J.A. Richardson International Airport, the hotel offers convenient access for travelers and business guests. It is situated in the heart of CentrePort Canada and the airport industrial zone, making it ideal for corporate stays. Guests are only minutes away from restaurants, shopping, and some of Winnipeg's top tourist attractions, creating a comfortable and vibrant environment for both visitors and team members.

Role Description

The Guest Service Agent is a full-time, on-site role based at Hilton Winnipeg Airport Suites in Winnipeg, MB. This role is responsible for welcoming guests, managing check-in and check-out processes, and handling reservations and room assignments. The Guest Service Agent responds to guest inquiries in person, by phone, and via email, providing information about hotel services, amenities, and local attractions. Day-to-day tasks include processing payments, resolving guest concerns promptly and professionally, coordinating with housekeeping and maintenance to meet guest needs, and ensuring accurate records in the hotel's property management system. The role also supports Hilton brand standards by maintaining a high level of service, cleanliness at the front desk, and efficient communication with all hotel departments.

Qualifications

• Strong customer service and guest relations skills, with a friendly and professional demeanor.
• Effective verbal and written communication skills and the ability to interact confidently with guests and team members.
• Basic computer literacy and comfort using reservation or property management systems; ability to learn hotel-specific software.
• Solid organizational and time-management skills, including attention to detail and accuracy in handling cash and guest records.
• Ability to remain calm and solution-focused when handling guest issues, complaints, or high-volume periods.
• Previous experience in hospitality, front desk, or customer-facing roles is an asset but not required.
• Availability to work a flexible schedule, including mornings, evenings, weekends, and holidays as needed.
• High school diploma or equivalent; additional training in hospitality or tourism is considered an advantage.