Front Office / 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! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Front Office / Guest Service Agent, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here’s what you’ll do during a typical day:

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• 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 inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• 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.

In Addition, This Role Requires The Following Minimum Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service.
  
  

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

About The Team

How We’ll Help You Thrive

Benefits

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 unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents

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

Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).

• Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.