Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Flexible
Day Shifts
Benefits
Incredible travel perks
Employee Stock Purchase Program
Paid parental leave
Personalized caregiving support
Crisis concierge
Mental Health Resources
Generous Paid Time Off
health and welfare benefits
retirement plans
Job Description
Hilton is a globally recognized leader in the hospitality industry, known for its commitment to delivering exceptional guest experiences and creating a warm, welcoming environment. With a rich history of welcoming over 3 billion guests worldwide, Hilton operates a diverse portfolio of world-class brands that set the standard for excellence in travel and accommodation services. The company is dedicated to fostering an inclusive and award-winning workplace culture, which has earned repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. Hilton’s foundational vision is to fill the earth with the light and warmth of hospitality, a mission that guides every team member and every service offered.
Joining Hilton means becoming part of a vibrant team that values integrity, leadership, teamwork, ownership, and a focus on the present moment to create lasting positive impacts. The Hilton Hotels team offers numerous opportunities for career growth, supported by comprehensive benefits that promote the wellbeing of its Team Members. These benefits include generous paid time off, health and wellness programs, financial security plans, personalized caregiving support, and more, ensuring that employees are well cared for both professionally and personally.
The role of a Guest Service Agent at Hilton is crucial in upholding the brand’s reputation for exceptional hospitality. As a Guest Service Agent, you will be the face of the hotel, providing a warm and professional welcome to guests upon their arrival and ensuring a smooth and efficient check-in and check-out process. This position is more than just administrative work; it’s about creating memorable experiences through personalized service, handling guest inquiries with comprehensive hotel and local area knowledge, and promoting hotel amenities to enhance guest satisfaction and hotel revenue.
Throughout your day, you’ll engage directly with guests by verifying reservation details, assigning rooms, issuing keys, and assisting with bell service. At check-out, you will manage payments, verify charges, and accurately use point-of-sale systems. You will also play an integral role in responding to guest requests, resolving concerns with urgency and care, and managing communications effectively. Your ability to upsell hotel services and amenities will contribute not only to the guest's delight but also to the hotel's financial success.
Hilton emphasizes the importance of embodying core values that define success within the company. These include a passion for hospitality, integrity, leadership, teamwork, ownership, and an urgent, disciplined approach to every moment. Your role as a Guest Service Agent is vital in representing these values and ensuring that each guest experiences the light and warmth that Hilton promises.
Apart from being a rewarding position, Hilton supports its employees with industry-leading perks such as the Go Hilton travel program, which offers deeply discounted hotel stays, an employee stock purchase program that allows team members to invest in the company at a discounted rate, and paid parental leave to support families. Additional benefits include mental health resources through an Employee Assistance Program, crisis concierge services during difficult times, personalized caregiving support, and comprehensive health and welfare plans.
Working at Hilton means being part of a company that doesn’t just prioritize guest satisfaction but also the growth, wellbeing, and happiness of its employees. Whether you are starting your career or seeking new challenges, Hilton offers a supportive environment where you can thrive, develop professionally, and make a meaningful impact in the hospitality industry. This role is an excellent opportunity for individuals passionate about hospitality to join a global leader and help make every guest stay a magical experience.
Joining Hilton means becoming part of a vibrant team that values integrity, leadership, teamwork, ownership, and a focus on the present moment to create lasting positive impacts. The Hilton Hotels team offers numerous opportunities for career growth, supported by comprehensive benefits that promote the wellbeing of its Team Members. These benefits include generous paid time off, health and wellness programs, financial security plans, personalized caregiving support, and more, ensuring that employees are well cared for both professionally and personally.
The role of a Guest Service Agent at Hilton is crucial in upholding the brand’s reputation for exceptional hospitality. As a Guest Service Agent, you will be the face of the hotel, providing a warm and professional welcome to guests upon their arrival and ensuring a smooth and efficient check-in and check-out process. This position is more than just administrative work; it’s about creating memorable experiences through personalized service, handling guest inquiries with comprehensive hotel and local area knowledge, and promoting hotel amenities to enhance guest satisfaction and hotel revenue.
Throughout your day, you’ll engage directly with guests by verifying reservation details, assigning rooms, issuing keys, and assisting with bell service. At check-out, you will manage payments, verify charges, and accurately use point-of-sale systems. You will also play an integral role in responding to guest requests, resolving concerns with urgency and care, and managing communications effectively. Your ability to upsell hotel services and amenities will contribute not only to the guest's delight but also to the hotel's financial success.
Hilton emphasizes the importance of embodying core values that define success within the company. These include a passion for hospitality, integrity, leadership, teamwork, ownership, and an urgent, disciplined approach to every moment. Your role as a Guest Service Agent is vital in representing these values and ensuring that each guest experiences the light and warmth that Hilton promises.
Apart from being a rewarding position, Hilton supports its employees with industry-leading perks such as the Go Hilton travel program, which offers deeply discounted hotel stays, an employee stock purchase program that allows team members to invest in the company at a discounted rate, and paid parental leave to support families. Additional benefits include mental health resources through an Employee Assistance Program, crisis concierge services during difficult times, personalized caregiving support, and comprehensive health and welfare plans.
Working at Hilton means being part of a company that doesn’t just prioritize guest satisfaction but also the growth, wellbeing, and happiness of its employees. Whether you are starting your career or seeking new challenges, Hilton offers a supportive environment where you can thrive, develop professionally, and make a meaningful impact in the hospitality industry. This role is an excellent opportunity for individuals passionate about hospitality to join a global leader and help make every guest stay a magical experience.
Job Requirements
- High school diploma or equivalent
- Previous experience in customer service or hospitality preferred
- Proficiency in using hotel management and point-of-sale systems
- Excellent communication skills
- Ability to remain calm and professional under pressure
- Strong problem-solving skills
- Availability to work flexible hours including nights, weekends, and holidays
Job Qualifications
- High school diploma or equivalent
- Previous experience in a customer service or hospitality role preferred
- Knowledge of hotel property management systems and point-of-sale systems is an advantage
- Strong communication and interpersonal skills
- Ability to handle guest inquiries and resolve issues promptly and professionally
- Demonstrated ability to work effectively in a team environment
- Flexibility to work varied shifts including weekends and holidays
Job Duties
- Deliver a warm welcome by greeting guests upon arrival and completing the check-in process including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
- Support efficient check-out by processing guest departures, verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
- Provide hotel and local knowledge by demonstrating comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
- Promote hotel services using up-selling techniques to recommend hotel amenities and maximize room and service revenue
- Delight our guests by responding to guest requests, resolving concerns with care and urgency, and effectively managing messages and communications
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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