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About the Role
As a Guest Service Agent at Hilton London Croydon, you will be responsible for ensuring a seamless check-in and check-out process, delivering memorable experiences that make the stay for every guest.
Responsibilities
- Support both the Front Office and Food & Beverage team when the business requires, with full training in both departments.
- Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, luggage assistance, and providing welcome materials.
- Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately.
- Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries.
- Use up-selling techniques to recommend hotel amenities and maximize room and service revenue.
- Take and deliver customer orders in all areas of Food and Beverage, including Restaurant & Bar, consistently demonstrating high levels of customer service.
- Up-sell with latest departmental incentives.
- Ensure cleanliness of work areas.
- Comply with local licensing laws.
- Strive to achieve departmental targets.
- Comply with hotel security, fire regulations, and all health and safety legislation.
- Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications.
Requirements
- Previous experience in a customer-focused industry.
- Positive attitude and good communication skills.
- Commitment to delivering a high level of customer service.
- Excellent grooming standards.
- Calm, efficient, and organized with great attention to detail.
- Ability to multi-task while maintaining a positive attitude when working with a Guest.
- Professional manner with an emphasis on hospitality and guest service.
- Ability to work on your own and as part of a team.
- Competent level of IT proficiency.
- Previous experience in payment handling.
- Front Office/Concierge/Restaurant experience in the hotel, leisure, and/or entertainment sectors.
- Conflict resolution experience.
Skills
- Communication skills
- Customer service
- Attention to detail
- Multi-tasking
- IT proficiency
- Payment handling
- Conflict resolution
Location
- London Croydon
Work Type
- Full-time
Experience Level
- Previous experience required
Salary/Compensations
- Up to £12.71 per hour plus incentives
Benefits
- Competitive pay
- Incentives
- Discounted hotel stays (Go Hilton travel programme)
- Food and beverage discounts (50% off at participating outlets)
- Free meals on duty
- Generous holiday allowance (28 days including bank holidays)
- Employee Stock Purchase Programme (ESPP) with a 15% discount
- Pension scheme
- High street discounts (Perks at Work)
- Mental health resources (Care for All hub, Employee Assistance Programme)
- Crisis Concierge
- Career development opportunities
- Paid parental leave
- Personalized caregiving support
- 110 nights of deeply discounted travel
About the Company
- Hilton is a global leader in hospitality, committed to providing the best stay for every guest.
- Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune.
- We invest in our Team Members' wellbeing, supporting them through all of life's moments.