Guest Service Agent - Casual

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! 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 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.

Discover Your Next Destination

Located in the heart of Perth's CBD, Parmelia Hilton Perth combines contemporary elegance with warm hospitality. Just moments from Elizabeth Quay, Brookfield Place, and the city's premier business and entertainment precincts, the hotel offers exceptional dining experiences, stylish accommodation, and outstanding service. As part of Hilton's flagship hotel in Western Australia, you'll have the opportunity to build a rewarding career while creating memorable experiences for our guests every day.

A World of Rewards

• Enjoy the convenience of a fully provided and laundered uniform
• Complimentary fresh and healthy meals while on duty
• Personalised development with support from our on-site Learning & Development Manager, plus global career opportunities across Hilton.
• Make a meaningful impact through our award-winning Corporate Responsibility programmes – learn more (Responsible Business | Travel with Purpose | Hilton TWP)
• Go Hilton Team Member Travel Program – enjoy heavily discounted hotel stays from as little as $70 per night across the globe
• Fitness Passport - access a wide network of gyms and fitness centres
• Up to 25% off Food & Beverage across participating outlets
• Year-round recognition programmes celebrating your contributions and achievements
• Wellbeing initiatives to support your mental and physical health
   

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:

• Have a minimum of 12 months of full Australian Working rights (sponsorship is not offered)
• Physically based in the Perth Metropolitan Area or willing to relocate (no relocation allowance is offered)
• Valid Responsible Service of Alcohol (RSA) certificate
• 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.

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