Guest Service Agent

As GSA, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

A GSA 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

Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required

Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments

Demonstrate a high level of customer service at all times

Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts

Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties

Maximize room occupancy and use up-selling techniques to promote hotel services and facilities

Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

Comply with hotel security, fire regulations and all heath and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Follow company brand standards

Assist other departments, as necessary

Receptionists 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:

Previous experience in a customer-focused industry

Positive attitude and good communication skills

Commitment to delivering a high level of customer service

Excellent grooming standards

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

Competent level of IT proficiency