Guest Service Agent

Hilton Worldwide, Inc.; City of Edinburgh; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading hotel chain in Edinburgh is seeking a Guest Service Agent to join their Front Office Team. This role is focused on providing an exceptional experience for guests from check-in to check-out. Responsibilities include managing guest queries efficiently, ensuring a positive reception experience, and supporting various team efforts. Candidates should have prior customer service experience and excellent communication skills, along with a commitment to high standards of hospitality. The position offers part-time hours with a competitive hourly rate.

Benefits

Free meals when on duty

Career growth opportunities

Employee travel discounts

28 days holiday increasing to 33 days

Qualifications

• Previous experience in a customer-focused industry is required.
• Positive attitude and good communication skills are essential.
• Commitment to delivering high customer service is critical.

Responsibilities

• Serve on the Front Office Team to ensure exceptional Guest experiences.
• Handle Guest check-in/out and complete audit procedures.
• Maximize room occupancy and promote hotel services.

Skills

Customer service

Communication skills

Detail-oriented

Multi-tasking

IT proficiency

Job description

Job Description - Guest Service Agent (HOT0C7QV)

Guest Service Agent (Job Number: HOT0C7QV)

Work Locations

Hampton by Hilton Edinburgh Airport Edinburgh Airport Edinburgh EH12 9DN

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 are the same at Hampton by Hilton Edinburgh Airport. There is a ‘buzz’ about the hotel with the various types of guests that we welcome and extend our personality to. Our diverse team is characterised by a genuine desire to want to constantly help and support one another. We promote an inclusive atmosphere where people are encouraged to develop and thrive in the workplace.

Hourly Rate of £12.47 per hour - 16 hours per week

A WORLD OF REWARDS

Smart uniform provided

Free and healthy meals when on duty

Grow your Career !

Personal Development programmes designed to support you at every step of your career

A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )

Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)

Team Member Referral Program

High street discounts: with Perks at Work

Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)

Discounted dental and health cover

Guest Experience Day 1 night stay with dinner and breakfast after successfully passing probation

Short Term accommodation to support your relocation from other area of the UK

Modern and inclusive Team Member’s areas

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As a Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• 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 Night Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• 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
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Guest Service Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors

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.