Guest Service Agent

Hilton Rosemont is a renowned hotel known for providing excellent hospitality services and an outstanding guest experience. As part of the Hilton Hotels & Resorts brand, this establishment embodies a commitment to quality, exceptional customer service, and a welcoming atmosphere for travelers and visitors. Hilton Rosemont operates as a full-service hotel, offering amenities that cater to both business and leisure guests. Located strategically to provide convenient access to local attractions and business centers, Hilton Rosemont prides itself on maintaining high standards of comfort, cleanliness, and guest satisfaction. The hotel features well-appointed rooms, event facilities, dining options, and personalized services that create memorable stays for all guests.

This full-time role at Hilton Rosemont is an essential position within the front office team. The primary responsibility of the Front Desk Agent is to attend to guests' needs efficiently and professionally, including managing tasks such as registration, checkout, and cashiering. This position plays a critical role in shaping guests' first impressions and overall experience at the hotel. The Front Desk Agent will greet and welcome guests upon arrival, register guests into the hotel’s computer system by verifying reservations, addresses, and credit information, and promote the hotel’s Reward Program to present members to encourage loyalty and enhance guest engagement.

Moreover, this role involves handling all payment transactions, maintaining accurate records of financial transactions including house bank management, deposits, and daily cash and currency exchanges. The agent issues keys and controls the entrance to safety deposit boxes while also posting miscellaneous charges as requested by guests. The role requires the candidate to be punctual, wear a full uniform, and be prepared with the necessary tools and equipment to deliver efficient service. It is also vital for the agent to communicate effectively and relay important information to other team members including front desk agents, telecommunications, supervisors, and the Front Office Manager to ensure smooth daily operations.

Beyond core responsibilities, this position supports various hotel operational functions. The Front Desk Agent may assist the concierge by handling mail, fax communications, and providing guests with relevant information about hotel services and local attractions. Additionally, the agent helps with booking reservations for walk-in guests approaching the front desk.

Candidates must possess excellent communication skills, both verbal and written, alongside detailed knowledge of the hotel’s offerings and a strong customer relations orientation. The ideal candidate is organized, detail-oriented, and demonstrates leadership capabilities to handle guest interactions efficiently. Physical requirements include the ability to stand for extended periods, move throughout the hotel in a timely fashion, and occasionally lift light objects up to 15 pounds. BASSET certification is mandatory to comply with alcohol service laws. This role operates in an indoor environment with controlled temperatures.

The compensation for this position is $18.50 per hour, with pay determined by relevant experience and skills. The Hilton Rosemont also offers its full-time employees access to a comprehensive benefits package that includes paid time off, medical, dental, and vision insurance, life and disability insurance, an Employee Assistance Program, employee discounts, and other perks. Candidates must be flexible with their schedule as the hotel operates 24/7, including holidays, and shifts may vary based on occupancy, events, and seasonal demand. Hilton Rosemont is committed to equal employment opportunity and fosters an inclusive environment for all its employees.