Guest Experience Specialist
15 hours ago
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:
- 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.
- Keep the Night Manager informed of any relevant feedback from guests and other departments.
- Take and deliver food and drinks orders, demonstrating exceptional customer service and creating memorable experiences for guests and colleagues.
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and general product knowledge necessary for daily duties.
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
- Familiarize yourself with correct procedures regarding foreign currencies, credit cards, and cash according to the hotel credit policy.
- Comply with hotel security, fire regulations, and all health and safety legislation.
- 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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