Guest Experience Specialist

15 hours ago


Bristol, Bristol, United Kingdom Hilton Hotels Full time

Welcome to a world of opportunities at Hilton Hotels

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 – sharing the light and warmth of hospitality. With amazing training, resources, and support from both managers and colleagues, there's always an opportunity to develop and grow.

A World of Rewards:

  • Hourly Rate: Up to £12.74 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: £1.50 each way to and from the city centre.
  • 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 6,500+ hotels across 100+ countries (subject to local right-to-work rules).
  • Personal Development: Programs designed to support your career and achieve your goals.

Job Description:

As a Nights Guest Service Agent, you will provide reception services for guests, ensuring a seamless experience from check-in to check-out. This includes serving in the Front Office & Food & Beverage departments, working closely with colleagues to provide exceptional service and complete audits when required.

Your Key Responsibilities:

  1. Achieve positive outcomes from guest queries in a timely and efficient manner.
  2. Ensure an efficient reception experience for guests, including check-in/out, and complete audit procedures, as required.
  3. Keep the Night Manager informed of any relevant feedback from guests and other departments.
  4. Take and deliver food and drinks orders, demonstrating exceptional customer service and creating memorable experiences for guests and colleagues.
  5. Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and general product knowledge necessary for daily duties.
  6. Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
  7. Familiarize yourself with correct procedures regarding foreign currencies, credit cards, and cash according to the hotel credit policy.
  8. Comply with hotel security, fire regulations, and all health and safety legislation.
  9. Follow company brand standards.

Requirements:

  • Previous experience in a customer-focused industry.
  • Positive attitude and good communication skills.
  • Commitment to delivering high levels of customer service.
  • Excellent grooming standards.
  • Calm, efficient, organized, and attentive to detail.
  • Ability to multitask while maintaining a positive attitude during interactions with guests.
  • Professional manner emphasizing hospitality and guest service.
  • Capacity to work independently and as part of a team.
  • Competent level of IT proficiency.


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