Guest Experience Specialist — Warm Hospitality & Check-In

Hilton; Auckland; On-site; NZD 42,000 - 54,000; Full time

Job summary

Hilton is seeking a Guest Service Agent to be the friendly first point of contact for guests in Auckland. You’ll manage check-ins and check-outs, answer inquiries, and deliver warm, personalized service that sets the tone for every stay.

In this role you’ll uphold Hilton's service standards, assist with local recommendations, handle guest requests with urgency, and contribute to an award-winning guest experience across a fast-paced front desk.

Qualifications

• Previous experience in guest service or front office within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel 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.

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.

Skills

Guest service experience

Communication skills

Multitasking

Calm under pressure

English proficiency

Tools

PMS software

Job description

Hilton is seeking a Guest Service Agent to be the friendly first point of contact for guests in Auckland. You’ll manage check-ins and check-outs, answer inquiries, and deliver warm, personalized service that sets the tone for every stay.

In this role you’ll uphold Hilton's service standards, assist with local recommendations, handle guest requests with urgency, and contribute to an award-winning guest experience across a fast-paced front desk.