Nights Guest Service Agent

Welcome to a world of opportunities at the world's #1 best workplace, awarded by great place to work & fortune. - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow. 

A Nights Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As a Nights Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Nights Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• 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
• Ensure that the Night Manager is kept 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 a 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 the correct procedures regarding the 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

What are we looking for?

A Nights Guest Service Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• 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 cash handling
• Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
• Conflict resolution experience

A world of rewards

• Hourly Rate Up to £12.50 per hour
• Travel and food discounts: - discounted hotel nights plus 50% off F&B (subject to individual outlets)
• £200 Team Member Referral Program
• Free Car Park
• Discounted bus fares to and from the city centre, £1.50 each way
• Holiday: 28 days including bank holidays (increasing yearly)
• Pension scheme
• Discounted meals on duty
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Free uniform
• Grow your career: access to a network of 6500+ hotels across 100+ countries (subject to local right-to-work rules)
• Personal Development: programmes designed to support your career and achieve your goals