Guest Service Agent-Hilton Garden Inn, Mount Laurel, NJ

Guest Service Agent

Location

Hilton Garden Inn Mount Laurel, New Jersey

Position Summary

The Guest Service Agent is the first point of contact for hotel guests and plays a key role in creating a positive guest experience. This position is responsible for welcoming guests, managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and ensuring exceptional customer service in accordance with Hilton brand standards.

Essential Duties and Responsibilities

• Greet guests in a friendly, professional, and welcoming manner.
• Process guest check-ins and check-outs efficiently and accurately.
• Handle room reservations, modifications, cancellations, and special requests.
• Answer telephone calls and respond to guest inquiries regarding hotel services, amenities, and local attractions.
• Assist guests with directions, recommendations, and travel-related information.
• Resolve guest concerns and service issues promptly and professionally, escalating when necessary.
• Process payments, maintain accurate cash handling procedures, and balance assigned cash drawers.
• Verify guest information, room assignments, rates, and billing details.
• Coordinate with Housekeeping and Maintenance departments to ensure guest rooms are ready and guest requests are fulfilled.
• Promote Hilton Honors enrollment and hotel services when appropriate.
• Maintain guest confidentiality and adhere to all hotel security procedures.
• Complete daily reports, logs, and administrative tasks as assigned.
• Support overall hotel operations and provide assistance to other departments when needed.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, hospitality, or front desk experience preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and remain organized in a fast-paced environment.
• Basic computer proficiency and ability to learn hotel property management systems.
• Experience with Hilton OnQ or similar hotel systems is preferred but not required.
• Ability to work flexible schedules, including evenings, weekends, holidays, and overnight shifts as needed.

Skills and Competencies

• Exceptional customer service and guest relations
• Professional communication skills
• Problem-solving and conflict resolution
• Attention to detail and accuracy
• Time management and multitasking
• Teamwork and collaboration
• Cash handling and basic accounting skills

Physical Requirements

• Ability to stand and walk for extended periods during shifts.
• Ability to occasionally lift up to 25 pounds.
• Ability to operate computers, telephones, and other office equipment.
• Ability to work in a fast-paced hospitality environment.

Benefits

• Competitive compensation
• Health, dental, and vision insurance (where eligible)
• Paid time off

Hilton Team Member Travel Program

• Career advancement opportunities
• Training and professional development
• Positive and team-oriented work environment

Reporting Relationship

Reports To

Front Office Supervisor and Front Office Manager

Department

Front Office / Guest Services

Hilton Garden Inn Mount Laurel is an Equal Opportunity Employer committed to providing exceptional hospitality while fostering a diverse and inclusive workplace.