Guest Service Agent

Roles and responsibilities

As Guest Service Agent, 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 Guest Service 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
• 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 health 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
  
  

What are we looking for?

Guest Service Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a customer-focused industry
• Completed high school certificate or equivalent
• 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
  
  

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

• Previous experience in cash handling

Desired candidate profile

A Guest Service Agent (GSA) is a key role in the hospitality industry, responsible for ensuring that guests have a positive and seamless experience during their stay. They often work at the front desk or concierge, handling check-ins and check-outs, addressing guest concerns, and providing information about hotel services and local attractions. Below are the key skills required for a Guest Service Agent:

Customer Service Excellence

• Hospitality mindset: A strong desire to make guests feel welcome, valued, and cared for during their stay.
• Active listening: Carefully listen to guest requests, concerns, or feedback, ensuring that their needs are fully understood and addressed.
• Personalized service: Offer tailored recommendations or assistance based on guest preferences or special requests, creating a memorable experience.
• Problem-solving: Resolve guest complaints and issues quickly and effectively, ensuring that the guest's experience remains positive.

Communication Skills

• Verbal communication: Clear, polite, and professional communication with guests both in person and over the phone.
• Written communication: Ability to write clear and concise emails or messages, ensuring professionalism and clarity in all correspondence.
• Multilingual skills (optional): Fluency in multiple languages is a plus, especially in international or multicultural hospitality environments.
• Interpersonal skills: Ability to maintain a friendly and approachable demeanor when interacting with guests, colleagues, and management.

Front Desk Operations

• Check-in/check-out procedures: Efficiently manage guest check-ins and check-outs, ensuring all paperwork is completed accurately and guests are informed of hotel services.
• Reservation management: Use reservation systems (e.g., Opera, Fidelio, or others) to check room availability, confirm bookings, and make adjustments when necessary.
• Room assignments: Ensure that guests are assigned rooms based on their preferences and that all room types are accurately reflected in the system.
• Billing and payments: Process payments, including handling cash, credit cards, and invoicing, while maintaining accurate financial records.