A Guest Service Agent accepts, delivers and responds to guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will I be doing?

As a Guest Service Agent in Housekeeping, you will make sure that our Guests experience a clean, comfortable, and welcoming environment. Your role directly impacts Guest satisfaction and contributes to the overall exceptional experience of every stay.

Key Responsibilities

• Respond promptly and efficiently to Guest requests, inquiries, and complaints related to housekeeping services.

• Coordinate with the Housekeeping team to ensure Guest rooms, public areas, and back-of-house areas are maintained to the highest standards.

• Communicate relevant Guest feedback to the Housekeeping Supervisor and other departments as needed.

• Demonstrate a consistently high level of customer service and professionalism.

• Attend training sessions to maintain and improve knowledge of housekeeping procedures and hotel services.

• Ensure compliance with hotel security, fire, and health and safety regulations.

• Follow brand standards and operational policies when handling front-of-house systems, equipment, and supplies.

• Assist other departments as needed to support overall hotel operations.

What are we looking for?

Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in cash handling
• Experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!