Job Description - Guest Service Agent (HOT0B2R8)Work LocationsHilton Melbourne Little Queen Street18 Little Queen StreetMelbourne 3000This position is open to Australian residents only or applicants who have the legal right to work in Australia.About Hilton Melbourne Little Queen StreetHilton Melbourne Little Queen Street combines old world charm with modern luxuries! This stunning hotel in the heart of the CBD features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and meeting & event spaces.About the RoleAs a Guest Service Agent, you will have a visible passion for hospitality and delivering exceptional customer service. You will be part of the Front Office Team which is the main connection between our guests and the hotel. Our Guest Service Agents are instrumental in ensuring our guests enjoy their stay. They are responsible for:Welcoming all Guests and fulfilling the check-in process for Guests and group arrivalsCompleting the check-out process for departing guests using the hotel systemsManaging, effectively and efficiently, Guest requests, inquiries, and complaintsProactively finding ways to delight and excite our guests to ensure their stay is memorableMaintaining current knowledge of hotel products, services and special promotional offers, as well as daily VIP movements and special eventsMaximising sales revenues through up-selling and marketing programsPerforming general incoming communication duties, including answering telephone calls and responding to emailsWhat Are We Looking For?Have a friendly, bubbly and positive demeanourWork calmly and efficiently under pressure with a keen eye for detailHave excellent personal presentation and communication skillsExude a passion for delivering exceptional levels of customer serviceAdapt to learning new computer systems with easeIt would be advantageous if you have:Proven ability in problem resolutionPrevious experience in Front Office/Concierge within a hotelValid Australian Drivers LicenseWhat Will It Be Like to Work for Hilton?At Hilton, we are committed to ensuring that Hilton is a workplace where you can thrive and make time for what matters most. Over the past four years, we have held our top spot as the #1 hospitality company in Australia as listed by the Great Places to Work institute, and in 2024 Hilton ranked #2 across all industries. You can also look forward to receiving:Worldwide travel discounts at unbelievable rates for you and your friends and family!Competitive wagesFree access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a fewA workplace culture that fosters personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeingJobGuest Services, Operations, and Front Office
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