Guest Service Agent

Hilton Worldwide, Inc.; Dartford; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in hospitality is seeking a passionate Guest Service Agent to join their Front Office Team. This exciting role involves welcoming guests, managing check-ins and check-outs, and ensuring exceptional customer service throughout their stay. The ideal candidate will possess a friendly demeanor, excellent communication skills, and a knack for problem resolution. Join a company recognized for its commitment to employee wellbeing and growth, offering competitive wages and worldwide travel discounts. This is a fantastic opportunity to thrive in a supportive and dynamic environment.

Benefits

Worldwide travel discounts

Access to growth programs

Employee Assistance Programs

Competitive wages

Qualifications

• Proven problem resolution skills and previous experience in Front Office roles.
• Excellent personal presentation and communication skills.

Responsibilities

• Welcoming guests and managing the check-in process.
• Handling guest requests, inquiries, and complaints effectively.

Skills

Customer Service

Communication Skills

Problem Resolution

Attention to Detail

Tools

Hotel Management Systems

Job description

Job Description - Guest Service Agent (HOT0BKR7)

Job Number:

HOT0BKR7

Work Locations

Hilton Melbourne Little Queen Street
18 Little Queen Street
Melbourne 3000

This position is open to Australian residents only or applicants who have the legal right to work in Australia.

About Hilton Melbourne Little Queen Street

Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This hotel in the heart of the CBD features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, a fully equipped gym, and meeting & event spaces.

About the role

As a Guest Service Agent, you will have a visible passion for hospitality and delivering exceptional customer service. You will be part of the Front Office Team, which is the main connection between our guests and the hotel. Your responsibilities include:

• Welcoming all guests and managing the check-in process for individual and group arrivals
• Completing the check-out process for departing guests using hotel systems
• Managing guest requests, inquiries, and complaints effectively and efficiently
• Finding proactive ways to delight and excite our guests to ensure their stay is memorable
• Maintaining current knowledge of hotel products, services, special promotional offers, VIP movements, and events
• Maximizing sales revenues through up-selling and marketing programs
• Handling incoming communications, including answering calls and responding to emails

What are we looking for?

• A friendly, bubbly, and positive demeanor
• The ability to work calmly and efficiently under pressure with attention to detail
• Excellent personal presentation and communication skills
• A passion for delivering exceptional customer service
• Ease in learning new computer systems
• Preferred qualifications include:
• Proven problem resolution skills
• Previous experience in Front Office/Concierge roles within a hotel
• Valid Australian Driver's License

What will it be like to work for Hilton?

At Hilton, we recognize our Team Members as the key to our success. We are committed to creating a workplace where you can thrive and prioritize what matters most. Over the past four years, Hilton has been ranked as the #1 hospitality company in Australia by the Great Places to Work institute, and in 2024, ranked #2 across all industries. Benefits include:

• Worldwide travel discounts at competitive rates for you and your friends and family
• Competitive wages
• Access to top-tier growth and development programs, including Harvard University and LinkedIn Learning
• A workplace culture that promotes personal wellbeing, with free Employee Assistance Programs to support mental and physical health