Guest Service Agent
Location: Hilton Garden Inn Mount Laurel, New Jersey
Position Summary
The Guest Service Agent is the first point of contact for hotel guests and plays a key role in creating a positive guest experience. This position is responsible for welcoming guests, managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and ensuring exceptional customer service in accordance with Hilton brand standards.
Essential Duties and Responsibilities
- Greet guests in a friendly, professional, and welcoming manner.
- Process guest check-ins and check-outs efficiently and accurately.
- Handle room reservations, modifications, cancellations, and special requests.
- Answer telephone calls and respond to guest inquiries regarding hotel services, amenities, and local attractions.
- Assist guests with directions, recommendations, and travel-related information.
- Resolve guest concerns and service issues promptly and professionally, escalating when necessary.
- Process payments, maintain accurate cash handling procedures, and balance assigned cash drawers.
- Verify guest information, room assignments, rates, and billing details.
- Coordinate with Housekeeping and Maintenance departments to ensure guest rooms are ready and guest requests are fulfilled.
- Promote Hilton Honors enrollment and hotel services when appropriate.
- Maintain guest confidentiality and adhere to all hotel security procedures.
- Complete daily reports, logs, and administrative tasks as assigned.
- Support overall hotel operations and provide assistance to other departments when needed.
Qualifications
- High school diploma or equivalent required.
- Previous customer service, hospitality, or front desk experience preferred.
- Strong communication and interpersonal skills.
- Ability to multitask and remain organized in a fast-paced environment.
- Basic computer proficiency and ability to learn hotel property management systems.
- Experience with Hilton OnQ or similar hotel systems is preferred but not required.
- Ability to work flexible schedules, including evenings, weekends, holidays, and overnight shifts as needed.
Skills and Competencies
- Exceptional customer service and guest relations
- Professional communication skills
- Problem-solving and conflict resolution
- Attention to detail and accuracy
- Time management and multitasking
- Teamwork and collaboration
- Cash handling and basic accounting skills
Physical Requirements
- Ability to stand and walk for extended periods during shifts.
- Ability to occasionally lift up to 25 pounds.
- Ability to operate computers, telephones, and other office equipment.
- Ability to work in a fast-paced hospitality environment.
Benefits
- Competitive compensation
- Health, dental, and vision insurance (where eligible)
- Paid time off
- Hilton Team Member Travel Program
- Career advancement opportunities
- Training and professional development
- Positive and team-oriented work environment
Reporting Relationship
Reports To: Front Office Supervisor and Front Office Manager
Department: Front Office / Guest Services
Hilton Garden Inn Mount Laurel is an Equal Opportunity Employer committed to providing exceptional hospitality while fostering a diverse and inclusive workplace.
