Job Overview
As a Guest Service Agent, you will serve in the Front Office & Food & Beverage departments, providing services for guests to contribute to an overall exceptional experience from check‑in through check‑out, and assisting with breakfast, bar, and restaurant duties.
This role is responsible for performing the following tasks to the highest standards:
Responsibilities
Achieve positive outcomes from guest queries in a timely and efficient manner.
Ensure an efficient reception experience for guests, including check‑in and check‑out, and complete audit procedures as required.
Keep the Manager fully aware of any relevant feedback from guests or other departments.
Take and deliver food and drink orders, demonstrating exceptional customer service and creating memorable experiences for guests and colleagues.
Demonstrate 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 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.
Follow company brand standards.
Qualifications
Previous experience in a customer‑focused industry.
Positive attitude and strong communication skills.
Commitment to delivering a high level of customer service.
Excellent grooming standards.
Calm, efficient, and organised with great attention to detail.
Ability to multi‑task while maintaining a positive attitude when working with guests.
Professional manner with an emphasis on hospitality and guest service.
Ability to work independently and as part of a team.
Competent level of IT proficiency.
Benefits
Smart uniform provided.
Free & healthy meals when on duty.
Career development programmes.
Corporate responsibility programmes.
Team Member Travel Programme: discounted hotel nights plus 50% off food and beverages (subject to individual outlets).
Team Member Referral Programme.
High street discounts via Perks at Work.
Holiday: 28 days including bank holidays (increasing yearly to up to 33 days).
Discounted dental and health cover.
Free parking.
Staff accommodation available.
Guest Experience Day during induction.
Modern and inclusive team member areas.
Free leisure health club membership & golf.
Compensation & Contract
Salary: £12.71 an hour + departmental incentives (30 hours a week).
This is a seasonal 3‑month fixed‑term contract.
Location
Hilton Puckrup Hall, Tewkesbury
Schedule
Part‑time
Brand
Hilton Hotels & Resorts
Job Category
Food and Beverage
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