Guest Service Agent

Hilton; Kota Bandung; On-site; IDR 66,960,000 - 100,440,000; Full time

Benefits offered by this job

110 travel nights discount

ESPP – Employee stock purchase program

Caregiving concierge

Crisis concierge

EAP mental health resources

Health & welfare benefits

Travel program benefits

Job summary

Hilton is seeking a Front Office / Guest Service Agent to warmly welcome guests, check them in and out, and handle inquiries during their stay. You will use PMS systems, promote hotel services, and provide local information to ensure memorable experiences for guests.

The role requires strong communication and multitasking in a fast-paced hospitality environment, with flexibility to work nights, weekends, and holidays. English proficiency is essential; additional languages are a plus.

Qualifications

• Previous experience in a guest service or front office role within hospitality.
• Strong communication and interpersonal skills to handle inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and front office procedures.
• Excellent multitasking skills and the ability to remain calm in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Deliver a warm welcome and assist with check-in, room assignment, and guest materials.
• Process check-outs and verify charges using the POS system.
• Provide hotel knowledge on offerings, rooms, rates, promotions, and local areas.
• Promote hotel services and up-sell amenities to maximize revenue.
• Respond to guest requests and resolve issues promptly and professionally.

Skills

Guest service

Front office

Communication skills

Multitasking

English language

Tools

PMS systems

Job description

Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Front Office / Guest Service Agent, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications

Qualifications

What It Takes to Make the Stay

At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In Addition, This Role Requires The Following Minimum Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

About The Team

How We’ll Help You Thrive

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.