Guest Service Agent

A Guest Services Agent with Hilton Hotels & Resorts accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will it be like to work for this Hilton Brand?One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow's savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.

If you understand the importance of upholding a brand’s reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it’s with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.
What will I be doing?

As a Guest Services Agent, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Guest Services Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner

• Accept and deliver all messages correctly and promptly for both Guests and management

• Ensure all wake up calls take place at the correct time

• Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate

• Handle emergency calls immediately and relay comprehensive and accurate information, as required

• Demonstrate a high level of customer service at all times

• Comply with hotel security, fire regulations and all health and safety legislation

• Attend appropriate training courses, when required

• Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity

• Follow company brand standards

• Assist other departments, as necessary

What are we looking for?

Guest Services Agent serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Positive attitude and good communication skills, especially on the telephone

• Commitment to delivering a high level of customer service

• Ability to work on your own and as part of a team

• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer-focused industry

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the The Hilton Club which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.Learn more now about Hilton Hotels & Resorts --- the global leader of hospitality.

• More than 500 locations and nearly 200,000 rooms across six continents
Innovations include: pioneering the airport hotel concept, becoming the first coast-to-coast hotel chain in the US, and the first to install televisions in Guest roomsFlagship brand of Hilton Worldwide with properties in more than 77 countriesMore than 70 world-class resorts and more nearly 200 full-service spasHarris Poll EquiTrend®, Brand of the Year - Full Service Hotel for 2010 and 2011Number one C3global brand awareness in the hospitality industry