Guest Service Agent

Job Summary
DoubleTree by Hilton Phoenix-North is looking for a friendly and service-oriented Guest Services Agent to join out team. In this role, you will be the first point of contact for our guests, responsible for creating a welcoming experience while handling check-in, check-out, and guest requests. The ideal candidate enjoys working with people, thrives in a fast-paced environment, and is committed to providing exceptional hospitality.

This job description is not an exclusive or exhaustive list of all the job functions that this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the needs of the property.

Job Description

• Greet guests warmly upon arrival and assist with check-in and check-out procedures efficiently.
• Handle guest inquiries, requests, and complaints with professionalism, ensuring swift resolution to enhance guest satisfaction.
• Manage multi-line phone systems with excellent phone etiquette to respond to reservations, questions, and service needs.
• Provide information about hotel amenities, local attractions, and services to enhance guest experiences.
• Coordinate with housekeeping and maintenance teams to address guest requests promptly and ensure room readiness.
• Support multilingual guests by communicating effectively in their preferred language or utilizing bilingual skills to bridge language barriers.

Experience

• Previous customer service or hospitality experience preferred.
• Knowledge of Hilton brand is a plus.
• Bilingual abilities are a plus, especially fluency in additional languages beyond English.
• Knowledge of hotel experience standards, guest services best practices, and phone etiquette is essential.
• Strong verbal and written communication skills.
• Demonstrated ability to handle guest issues with professionalism and a positive attitude.
• Basic computer skills and ability to learn hotel systems.

Requirements

• High school diploma or equivalent required
• Ability to stand for extended periods of time
• Ability to lift up to 30 pounds
• Must be able to work flexible schedules, including evenings, weekends and holidays

Pay: From $16.50 per hour

Benefits:

• Commuter assistance
• Dental insurance
• Employee assistance program
• Employee discount
• Food provided
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have experience with PEP system?

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person