Guest Service Agent

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 Guest Service Agent at Hilton East Midlands Airport, you’re not just supporting both departments of Front Office and Food & Beverage – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

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.

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

• Work part-time hours: This position is offered on a 20-hour-per week contract
• 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

What are we looking for?

• 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
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Previous experience in payment handling
• Front Office/Concierge/Restaurant experience in the hotel, leisure, and/or entertainment sectors

• Conflict resolution experience

Salary: £12.71 per hour