Guest Service Agent

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

Job summary

A leading hospitality provider is seeking a Guest Service Agent at their Silverstone location. This role involves providing exceptional reception services from check-in to check-out while ensuring efficient guest experiences. The ideal candidate will have previous customer service experience, excellent communication skills, and the ability to multitask effectively. Opportunities for career development and a supportive team environment are emphasized. Join a culture that aims to create unforgettable experiences for all guests.

Benefits

Hourly Rate of £12.27 plus incentives

Uniform provided

Free and healthy meals while on duty

Career growth opportunities

Free Gym membership

28 days holiday increasing to 33

Team Member Travel Program

Qualifications

• Previous experience in a customer-focused industry.
• Demonstrate a positive attitude and good communication skills.
• Committed to delivering a high level of customer service.
• Calm, efficient, and organized with great attention to detail.

Responsibilities

• Achieve positive outcomes from guest queries efficiently.
• Ensure an efficient reception experience including check-in/check-out.
• Keep the Guest Service Manager updated on relevant guest feedback.
• Maximize room occupancy and promote hotel services.

Skills

Customer service skills

Positive attitude

Communication skills

Attention to detail

IT proficiency

Job description

Job Description - Guest Service Agent (HOT0CA8R)

Overview

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.

Work Locations

Hilton Garden Inn Silverstone, Silverstone Circuit, Silverstone

Hilton Garden Inn has taken pole position at Silverstone, the home of the British Grand Prix, following the successful opening of the new Hilton Garden Inn. We are growing our high performing team.

The Hilton Garden Inn Silverstone is situated directly on the Hamilton straight of the Silverstone circuit with 197 bedrooms & suites offering views of the famous asphalt that can convert into hospitality boxes during major events at the circuit. With the right facilities for guests including a fitness suite, coffee shop, trackside restaurant with terrace, the hotel is completed with a showpiece Rooftop bar.

“LIGHTS OUT AND AWAY WE GO!”

If you are a winner in your current role and want to turbocharge your career then we want to hear from you.

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025 — No two days or two hotels are the same, but our spirit and passion for hospitality brings 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 training, resources and support from managers and colleagues there is always an opportunity to develop and grow.

Benefits

• Hourly Rate of £12.27 plus incentives
• Uniform provided
• Free and healthy meals while 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
• Discounts at high street retailers with Perks at Work
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Free Parking
• Discounted attractions at Silverstone
• Free Gym membership
• Modern and inclusive Team Member areas

Responsibilities

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. The role involves:

• Achieving positive outcomes from Guest queries in a timely and efficient manner
• Ensuring an efficient reception experience for Guests, including check-in/check-out, and completing audit procedures, as required
• Keeping the Guest Service Manager fully aware of relevant feedback from guests and from other departments
• Demonstrating a high level of customer service at all times
• Attending appropriate training courses, when required, and assisting with Night Team training and development efforts
• Demonstrating knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximizing room occupancy and using up-selling techniques to promote hotel services and facilities
• Using correct procedures regarding acceptance of foreign currencies, credit cards and cash in line with hotel policy
• Complying with hotel security, fire regulations and all health and safety legislation
• Acting in accordance with policies and procedures when working with front of house equipment and property management systems
• Following company brand standards
• Assisting other departments, as necessary

Qualifications

We are looking for individuals who:

• Have previous experience in a customer-focused industry
• Demonstrate a positive attitude and good communication skills
• Are committed to delivering a high level of customer service
• Are calm, efficient, and organized with great attention to detail
• Can multi-task while maintaining a positive attitude when working with a guest
• Present a professional manner with an emphasis on hospitality and guest service
• Can work on their own and as part of a team
• Have a competent level of IT proficiency

It would be advantageous 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.