Job Title: Guest Service Agent Location: Hilton Worldwide Inc. A Guest Service Agent plays a vital role in providing exceptional guest experiences from check-in to check-out, ensuring that every interaction is memorable and exceeds expectations. They are responsible for performing various tasks to the highest standards, influencing the first impressions of our guests. - Respond to guest queries in a timely and efficient manner, achieving positive outcomes - Prioritize an efficient reception experience for guests, including check-in and check-out, and complete audit procedures as required - Maintain open communication with the Guest Service Manager regarding relevant feedback from guests and other departments - Consistently demonstrate high levels of customer service at all times - Participate in training courses as needed and support the Night Team's training and development efforts - Demonstrate comprehensive knowledge of hotel room categories, rates, packages, promotions, and general product information necessary for daily duties - Optimize room occupancy by utilizing up-selling techniques to promote hotel services and facilities - Adhere to correct procedures for accepting foreign currencies, credit cards, and cash according to the hotel's credit policy - Comply with hotel security, fire regulations, and health and safety legislation - Follow company brand standards and policies when working with front-of-house equipment and property management systems - Assist other departments as necessary Requirements: - Previous experience in a customer-focused industry is essential - A positive attitude, excellent communication skills, and commitment to delivering high-quality customer service are required - Excellent grooming standards must be maintained - Calm, efficient, and organized with attention to detail is crucial - Ability to multitask while maintaining a positive attitude when working with guests - Professional manner with emphasis on hospitality and guest service is expected - Ability to work independently and as part of a team - Competent level of IT proficiency is necessary Desirable Capabilities: - Previous experience in cash handling is beneficial - Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors would be advantageous - Conflict resolution experience is desirable About 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 accommodations, service, amenities, and value. 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. Our amazing Team Members are at the heart of it all.