Front Office / Guest Service Agent
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About the Role
As a Front Office / Guest Service Agent, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
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Responsibilities
- Here’s what you’ll do during a typical day:
- 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
- Here’s what you’ll do during a typical day: - 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
Qualifications
- What It Takes to Make the Stay
- At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
- A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
- In addition, this role requires the following minimum qualifications:
- Previous experience in a guest service or front office role within the hospitality industry.
- Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
- Proficiency in hotel property management systems (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.
- A positive attitude and a genuine passion for providing exceptional guest service.
- What It Takes to Make the Stay At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact. In addition, this role requires the following minimum qualifications: - Previous experience in a guest service or front office role within the hospitality industry. - Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally. - Proficiency in hotel property management systems (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. - A positive attitude and a genuine passion for providing exceptional guest service.
About Hilton
Hilton is a global hospitality company that manages, franchises and leases hotels and resorts across a portfolio of brands.
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