With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

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If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

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What will I be doing? 

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As the Service Agent, you will be responsible for performing the following tasks to the highest standards: 

\n\n\n\tMaintain a high level of customer service awareness throughout your work. \n\t• Have a positive work attitude and take the initiative to solve problems, always clearly communicating with guests or colleagues. \n\tProactive in giving comments or suggestions that are beneficial to the operation and environment of the hotel. \n\tProactively recommend hotel services and facilities to guests and suppliers. \n\tDo your job well and ensure the safety of yourself and others. \n\tEnsure the accuracy of all bill purchases and provide efficient checkout service for guests. \n\tIf necessary, help guests book rooms, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again. \n\tRecognize Honorary Club members to ensure that members receive benefits, providing quality and professional services to them. \n\tProcess check-ins according to the reservation, check-in information, Hilton Honors Club number and airline membership number, ensuring the integrity of the check-in form and that payment method is safe and valid. \n\tInput accurate and complete information into the hotel management system for everyone to share. \n\tMaintain customer profile and information to ensure the validity and accuracy of the reservation. \n\tEnsure to input guest file information into the public security system promptly. \n\t• Know the latest information on the hotel’s surrounding areas, places of interest, scenery, etc., to provide convenience to customers. \n\tCommunicate and cooperate effectively with all departments. \n\tComplete daily tasks of the Front Desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking. \n\tSave cost and ensure inventory is not wasted. \n\tAccept cash, credit cards, vouchers, corporate or third-party payments and other services in strict accordance with hotel regulations. \n\tQuickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings, answering and responding to guests’ questions and requests quickly and accurately, including the operating time and location of all dining places. \n\tUse a warm tone of communication and greetings to make guests feel welcomed by the hotel. \n\tAccurately and promptly deliver information to customers and ensure customer privacy. \n\tOrganize and store guest luggage and ensure its safety. \n\tManage the convenience store and provide the corresponding items to guests according to the price requirement, as well as a variety of convenience items for guests to choose from. \n\tCarry out replenishment, update, and inventory in time according to the corresponding system to keep the goods on the shelves complete. \n\tBe familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel. \n\tFamiliarize with the menu and beverage list to be able to explain to guests in detail. \n\tUnderstand dietary requirements and give appropriate advice. \n\tLearn about restaurant / bar dishes in order to recommend them to guests. \n\tBe familiar with all restaurant and hotel business hours. \n\tRecommend other attractive restaurants or places to guests. \n\tStrictly abide by the service standards in the preparation process of the restaurant. \n\tClean the appropriate equipment on duty such as cutlery, porcelain, etc. \n\tShow good mental and professional appearance, greet guests at the door of the restaurant or bar at any time, and ask about customer satisfaction. \n\tSmile when showing customers to their seats, help to hang their coats and backpacks, and introduce yourself. \n\tMake sure to show guests to their seats and ask whether they prefer smoking or non-smoking areas. \n\tMeet guests’ requirements and immediately contact your supervisor or manager if you cannot answer guests’ questions. \n\tDeliver food, beverage, etc. to guest rooms in a timely and accurate manner, patrolling at least one floor per shift. \n\tBefore the start of the shift, check the equipment to ensure its normal operation, contacting the engineering department if necessary. \n\tMake sure all areas are as clean as they were at the beginning of the meal. \n\tGreet guests with a smile as they enter or leave the restaurant, regardless of the service area. \n\tPut guest service first. \n\tIn the process of work, always reflect on professional quality. \n\tAvoid using offensive or impolite language. \n\tReport any incidents to your supervisor or manager. \n\tPerform any other reasonable duties as assigned. \n\tThe department reserves the right to change or supplement the job description if necessary. \n

What are we looking for? 

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A Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: 

\n\n\n\tCollege degree or above. \n\t1-2 years working experience in hotel Catering or Front Desk. \n\tAble to use computing equipment to accurately perform all kinds of data calculations. \n\tGood command of English, able to listen and communicate effectively in English to meet business needs. \n\tGood command of hotel computer systems. \n\tGood at dealing with guest relations, able to deal with various problems effectively and quickly. \n\tImprove guest satisfaction with strong interpersonal skills. \n\tStrong learning ability and able to work under strong pressure. \n\n\n

 

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What will it be like to work for Hilton? 

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Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!