Casual Guest Service Agent

Job description

Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Casual Guest Service Agent , you’re not just serving guests – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. 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: Flexible shifts – pick up shifts based on your availability, around your other commitments Competitive pay

• Earn £12.84 per hour plus service charge, with opportunities to grow your career with Hilton. Instant pay access - the ability to instantly withdraw up to 40% of earned wages Free meals on duty
• Helping you stay energised throughout your shift. Generous holiday allowance
• Enjoy 28 days' holiday (pro-rata) including bank holidays, increasing with service. Mental health resources
• Through our Care for All hub, Team Members have access to wellbeing resources.

Crisis Concierge

• In times of loss, our Crisis Concierge offers a single, compassionate point of contact for practical support and emotional care. 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

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.