Guest Service Agent (Gsa) - Front Office Receptionist

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Job Summary:

The Guest Service Agent (GSA) – Receptionist is the face of the Hampton by Hilton, delivering exceptional customer service and ensuring an outstanding guest experience from check-in to check-out. This role involves assisting guests with their needs, resolving inquiries, and maintaining smooth front desk operations, while promoting Hilton’s loyalty program and supporting management directives.

Key Responsibilities:

Guest Services

• Greet and welcome guests with a friendly and professional demeanour.
• Perform check-in and check-out procedures efficiently, ensuring all guest preferences and special requests are noted and addressed.
• Provide information about hotel amenities, local attractions, and dining options.
• Handle guest inquiries, complaints, and special requests in a timely and effective manner, ensuring satisfaction.
• Enrol guests in the Hilton Honors program, explaining the benefits and helping them get the most value from their membership.
• To ensure all guest requests are met in a timely manner.
• To comply with security and key procedures.
• To constantly liaise with colleagues to ensure all guest requests are attended to.
• To take part in and promote any special promotions.
• To participate in the up-sell program throughout the hotel.

Front Desk Operations

• Manage reservations, cancellations, and modifications using hotel property management systems (PMS).
• Process payments accurately, including cash, credit card, and room charges.
• Coordinate with other departments, such as housekeeping and maintenance, to ensure seamless service delivery.

Bar Service

• Serve drinks at the bar in accordance with licensing laws and hotel policies.
• Provide excellent customer service to guests at the bar, ensuring a friendly and welcoming atmosphere.
• Maintain cleanliness and organization of the bar area, restocking supplies as needed.
• Problem-Solving and Emergency Handling
• Address guest concerns and resolve issues to maintain a positive experience.
• Respond promptly to emergencies or safety concerns, following established protocols.

Other Responsibilities

• Complete tasks and duties as directed by the Line Manager to ensure efficient hotel operations.
• Uphold Hilton’s service standards to deliver a consistent and high-quality guest experience.
• Follow all company policies, including those related to data security, cash handling, and confidentiality.

The above list is not exhaustive and may be added to in the future.

Job Types: Part-time, Permanent

Benefits:

• Bike to work scheme
• Employee discount

Application question(s):

• Do you live in a commutable area from the hotel?
• Are you available and entitled to work up to 40 hours per week with no restrictions?

Experience:

• hotel front office: 2 years (required)

Work authorisation:

• Ireland (required)

Work Location: In person