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.