Guest Service Agent
Hilton – Hilton Cairns – Part‑time – Hilton Hotels & Resorts, Guest Services, Operations, and Front Office – Industries: Hospitality
A Guest Service Agent provides reception services for guests, contributing to an overall exceptional experience from check‑in through check‑out and completing audits as required.
Responsibilities
* Achieve positive outcomes from guest queries in a timely and efficient manner
* Ensure an efficient reception experience for guests, including check‑in/out, and complete audit procedures, as required
* Keep the Guest Service Manager fully aware of any relevant feedback from guests and/or other departments
* Demonstrate a high level of customer service at all times
* Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
* Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties
* Maximize room occupancy and use up‑selling techniques to promote hotel services and facilities
* Use correct procedures regarding acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Follow company brand standards
* Assist other departments as necessary
Qualifications
* 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
Additional Capabilities
* Previous experience in cash handling
* Front office/concierge experience in the hotel, leisure, and/or entertainment sectors
* Conflict resolution experience
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 travellers the finest accommodations, service, amenities and value, and remains dedicated to providing exceptional guest experiences across its global brands.
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