Guest Service Agent - Full Time

About the role

Hilton is looking for a Guest Service Agent (Front Office) to be the first point of contact for guests. You will ensure smooth check-ins and check-outs, answer guest inquiries throughout their stay and resolve issues quickly so that every guest feels welcome.

Key responsibilities

• Greet guests on arrival, complete check-in, verify details, assign rooms, issue keys and provide welcome materials or bell service assistance
• Process check-outs by verifying charges, handling payments, issuing receipts and using the point-of-sale system accurately
• Answer questions about hotel offerings, room types, rates, promotions and local area information
• Use up-selling techniques to recommend hotel amenities and maximise room and service revenue
• Respond to guest requests, resolve concerns promptly and manage messages and communications

Required profile

• Previous guest service or front office experience in the hospitality industry
• Strong communication and interpersonal skills, able to handle guest inquiries and complaints professionally
• Ability to work flexible hours, including nights, weekends and holidays
• Positive attitude and a genuine passion for guest service
• Proficiency in English; additional languages are a plus

Required skills

• Proficiency in hotel property management systems (PMS)
• Knowledge of general front office procedures
• Multitasking and staying calm in a fast-paced environment