Guest Service Agent - Front Office

Job description

This is a part time position for 16 hours per week How We'll Help You Thrive At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with a wide range of perks and benefits, including: Competitive pay – £12.71 per hour with opportunities to grow your career with Hilton.

Incredible travel perks

• Enjoy discounted hotel stays through our Go Hilton travel programme, with room rates as low as $40 USD per night at participating hotels worldwide. Food and beverage discounts
• Receive 50% off food and beverage at participating outlets. Free meals on duty
• Helping you stay energised throughout your shift. Generous holiday allowance
• Enjoy 28 days' holiday including bank holidays, increasing with service. Own a piece of Hilton
• Through our Employee Stock Purchase Programme (ESPP), eligible Team Members can invest in Hilton shares at a 15% discount. Pension scheme
• Supporting you as you plan for the future. High street discounts
• Access a range of exclusive savings through Perks at Work. Mental health resources
• Through our Care for All hub, Team Members have access to wellbeing resources, alongside free counselling and support through our Employee Assistance Programme (EAP).

Crisis Concierge

• In times of loss, our Crisis Concierge offers a single, compassionate point of contact for practical support and emotional care. Career development opportunities
• Grow with Hilton through learning and development programmes designed to support your personal and professional growth. *Benefits availability may vary depending on Team Member location and terms and conditions of employment.

Responsibilities

Here's what you'll do during a typical day

Supporting both the Front Office and Food & Beverage team when the business requires, you will be fully trained in both departments.

Deliver a warm welcome

• Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, luggage assistance and providing welcome materials
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest enquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Work in all areas of Food and Beverage including Restaurant & Bar: take and deliver customer orders, consistently demonstrating high levels of customer service; up-sell with latest departmental incentives; ensure cleanliness of work areas; comply with local licensing laws
• Strive to achieve departmental targets Comply with hotel security, fire regulations and all health and safety legislation Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications 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 It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in payment handling Front Office/Concierge/Restaurant experience in the hotel, leisure, and/or entertainment sectors Conflict resolution experience

Qualifications

What It Takes to Make the Stay At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.