Why Join Us:

At Embassy Suites by Hilton Birmingham, the Guest Services team is the heart of the guest experience. As a Guest Services Agent, you are often the first and last point of contact for our guests, setting the tone for a welcoming, seamless, and memorable stay. This role blends service excellence, problem-solving, and attention to detail in a fast-paced hospitality environment.

If you thrive on connecting with people, enjoy multitasking, and take pride in delivering outstanding service, this is a great opportunity to grow within a globally respected hospitality brand.

Role Summary:

The Guest Services Agent is responsible for delivering a positive and professional guest experience throughout the guest journey, from arrival to departure. This role handles guest registration, check-in and check-out, billing, guest inquiries, and service recovery while maintaining Hilton and Embassy Suites service standards.

Guest Services Agents serve as a knowledgeable resource for guests, supporting hotel operations through accurate system use, effective communication, and proactive service.

Key Responsibilities

Guest Arrival & Departure

• Greet guests promptly with a friendly, sincere, and professional welcome
• Complete the guest registration process, including verifying guest information, room rates, room assignments, and coding electronic keys
• Provide welcome information, hotel details, and directions to guest rooms, arranging bell assistance when needed
• Assist guests with check-out, ensuring room charges and services are accurate and properly posted

System Accuracy & Billing

• Process guest transactions using point-of-sale and property management systems in a cashless environment
• Ensure accuracy in reservations, billing, credit authorizations, and guest accounts
• Input, retrieve, and update guest profiles, messages, and special requests

Guest Service & Service Recovery

• Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner
• Take ownership of guest challenges and follow through to ensure satisfaction
• Research, resolve, and negotiate solutions to guest complaints while maintaining professionalism
• Remain calm, alert, and service-focused during high-volume periods or emergency situations

Product Knowledge & Upselling

• Maintain thorough knowledge of hotel services, room types, rates, packages, promotions, and local attractions
• Use approved upselling techniques to promote hotel services and maximize room occupancy
• Provide accurate information regarding hotel amenities, outlet hours, and local points of interest

Communication & Teamwork

• Promptly answer incoming phone calls using clear, positive communication
• Receive, input, retrieve, and relay messages to guests accurately
• Retrieve and distribute guest mail, packages, and deliveries as requested
• Work cohesively with team members and other departments to support smooth operations

Operational Support

• Exercise sound judgment and discretion when handling guest situations
• Plan and prioritize tasks effectively in a fast-paced environment
• Complete additional duties and assignments as directed by the Front Desk Manager or Director of Operations

Qualifications

• High school diploma or GED required
• Previous hotel front desk or guest service experience preferred
• Strong customer service, communication, and problem-solving skills
• Ability to multitask, prioritize, and remain organized in a fast-paced environment
• Demonstrated ability to work effectively as part of a team
• Proficiency in Microsoft Office products
• Ability to exercise sound judgment and maintain confidentiality

Availability Requirements

• Open availability required, including mornings, evenings, weekends, and holidays
• Flexibility to work high-demand shifts, particularly weekends

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality
• We're passionate about delivering exceptional guest experiences.
• Integrity
• We do the right thing, all the time.
• Leadership
• We're leaders in our industry and in our communities.
• Teamwork
• We're team players in everything we do.
• Ownership
• We're the owners of our actions and decisions.
• Now
• We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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 nearly 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!