Guest Service Agent

Hilton Worldwide, Inc.; Bristol; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join Hilton as a Guest Service Agent and be part of a team that creates exceptional experiences for guests. You will handle check-ins, assist with food and beverage orders, and ensure high standards of customer service. This role offers opportunities for growth within a leading hospitality brand.

Benefits

Travel and food discounts

£200 Team Member Referral Program

Free Car Park

Discounted bus fares

28 days holiday including bank holidays

Pension scheme

Discounted meals on duty

Discounted dental and health cover

High street discounts

Free uniforms and laundry services

Qualifications

• Previous experience in a customer-focused industry.
• Positive attitude and good communication skills.
• Commitment to delivering a high level of customer service.

Responsibilities

• Achieve positive outcomes from Guest queries in a timely manner.
• Ensure an efficient reception experience for Guests, including check-in/out.
• Responsible for taking and delivering food and drinks orders.

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.

Salary: £12.27per hour + Sales Incentives

A WORLD OF REWARDS

• Travel and food discounts: - discounted hotel nights plus 50% off F&B (subject to individual outlets)
• £200 Team Member Referral Program
• Free Car Park
• Discounted bus fares to andfrom the city centre, £1.50 each way
• Holiday: 28 daysincluding bank holidays (increasing yearly)
• Pension scheme
• Discounted meals on duty
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Free uniforms and laundry services available, depending on the role
• Grow your career: access to a network of 6500+ hotels across 100+ countries (subject to local right to work rules)
• Personal Development: programmes designed to support your career and achieve your goals

As a Guest Service Agent, you will serve in the Front Office departments, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out, and assist with Breakfast/Bar and Restaurant duties. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, is responsible for performing the following tasks to the highest standards:

What will I be doing?

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check-in/out, and complete audit procedures, as required
• Ensure that the Guest Service Supervisor is kept fully aware of any relevant feedback from guests and, or, other departments
• Responsible for taking and delivering food and drinks orders, demonstrating exceptional customer service, and creating memorable experiences for our guests and colleagues.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Follow company brand standards

What are we looking for?

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organised with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.

Find out more about all our brands and hotels -Hilton Brands | Global Hospitality Company