Guest Service Agent Hotel

Hilton Charlotte University Place; New York (NY); On-site; USD 10,000 - 60,000; Part time

Job summary

An established industry player is seeking a Guest Services Agent to enhance the guest experience at their hotel. In this role, you will be the first point of contact for guests, ensuring they feel welcomed and comfortable throughout their stay. Your responsibilities will include greeting clients, managing check-ins, and providing them with information about hotel services. The ideal candidate will possess strong communication skills, a customer service mindset, and the ability to resolve issues effectively. This is a fantastic opportunity to work in a dynamic environment where you can make a real impact on guest experiences.

Qualifications

• Proven experience in guest services or front desk roles, preferably with Hilton.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Provide upscale guest service experiences and ensure client satisfaction.
• Coordinate check-ins and address guest requests promptly.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Leadership

Education

High school diploma or equivalent

Tools

Hotel Management software (On-Q)

Job description

We are looking for a Guest Services Agent/Front Desk Associate to make clients feel welcome and ensure their pleasant and comfortable stay at our hotel. Responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms, informing them about the hotel’s facilities, ensuring stellar customer service, and providing memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like reservations and check-in/check-out processes, we’d like to meet you. Our ideal candidate will have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied. We are currently looking to fill (1) part-time opening with either AM or PM availability, with ideal candidates being able to work both. Candidates must be able to work varied shifts to include weekends and holidays as business demands dictate.

Responsibilities:

1. Provide upscale guest service experiences for clients throughout their stay.
2. Ensure clients are properly greeted upon their arrival.
3. Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
4. Promptly address guests’ requests.
5. Actively listen to and resolve complaints.
6. Ensure guests with special needs receive personalized services.
7. Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
8. Inform clients of our hotel services, including breakfast and dining options.
9. Promote all hotel amenities, conveniences, and programs offered.
10. Liaise with Housekeepers and F&B Staff to provide an overall comfortable guest experience.
11. Examine daily duties, assign tasks, and check on progress.
12. Recommend local tourist spots, including places to dine and shop.
13. Establish friendly relationships with regular hotel clients.

Qualifications:

1. Proven work experience as a Guest Service Agent/Front Desk or similar role with Hilton-brand experience preferred.
2. Hands-on experience with Hotel Management software (On-Q, a plus).
3. Proficiency in English; knowledge of other languages is a plus.
4. Customer service drive with outstanding communication and active listening skills.
5. Excellent problem-solving and multitasking skills.
6. Leadership skills along with the ability to motivate a team into high performance.
7. Ability to work flexible hours.
8. Strong sense of responsibility and a professional presentation.

Experience:

1. Customer service: 1 year (Preferred)
2. Hotel: 1 year (Preferred)

Compensation:

$17 per hour