Guest Service Agent

Guest Service Agent

Welcome to a world of opportunities at the UK's #1 Great Place to Work 2025, as voted by our team members! No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity, and drive to achieve our common goal. "To share the light and warmth of hospitality". With amazing training, resources, and support from both managers and colleagues, there is always an opportunity to develop and grow.

Salary: £12.27 per hour (39 Hours a week)

A World of Rewards

• Travel and food discounts: discounted hotel nights plus 50% off F&B (subject to individual outlets)
• £200 Team Member Referral Program
• Free Car Park
• Free bus fares to and from the city center. (A1, A3 & A4)
• Holiday: 28 days including bank holidays (increasing yearly)
• Pension scheme
• Discounted meals on duty
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Free uniform
• Grow your career!
• Personal Development: programmes designed to support your career and achieve your goals

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

• 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 the Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Responsible for taking and delivering food and drinks orders, demonstrating exceptional customer service, and creating memorable experiences for our guests and colleagues.
• 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
• Follow company brand standards

What are we looking for?

• Previous experience in a customer-focused industry
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Calm, efficient, and organized with great attention to detail
• Ability to multi-task while maintaining a positive attitude when working with a Guest
• Professional manner with an emphasis on hospitality and guest service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

Every job makes the stay. At Hilton, it matters where you stay, but the stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there's an extraordinary person working to make each stay magical. That's why at Hilton, every job makes the stay.