Guest Service Agent

Guest Service Agent

Employer:
Hamilton 354 King West LP (o/a Hampton Inn by Hilton Hamilton)

Location:
Hamilton, Ontario ? Onsite

Employment Type:
Part-Time

Schedule:
Days / Evenings / Weekends / Shifts

Union or Non-Union Role:
Non-Union

Job Summary
Hampton Inn by Hilton Hamilton is seeking a friendly, professional, and service-oriented

Guest Services Agent
to join our team. As the first point of contact for our guests, you will play an essential role in creating a welcoming atmosphere and delivering exceptional hospitality from arrival to departure.
The successful candidate will provide efficient front desk services, respond to guest needs with professionalism, and ensure daily operations are completed in accordance with Hilton brand standards. This role is ideal for someone who enjoys working in a fast-paced environment, takes pride in delivering outstanding customer service, and is committed to creating memorable guest experiences.

Key Responsibilities
• Welcome guests warmly and provide efficient, courteous check-in and check-out services.
• Respond promptly and professionally to guest inquiries, requests, concerns, and service recovery situations.
• Assign and pre-block rooms for VIPs, group reservations, and guests with special requests.
• Register arriving guests accurately in accordance with hotel policies, including verification of identification, payment methods, and credit card authorizations.
• Maintain accurate guest records, including vehicle information and reservation details.
• Provide guests with information about hotel facilities, services, local attractions, dining, and transportation options.
• Coordinate with Housekeeping and Maintenance to manage room readiness, early arrivals, late departures, room moves, and stayover requests.
• Operate the property management system accurately while maintaining guest confidentiality.
• Balance cash, reconcile daily transactions, and complete shift reports in accordance with hotel procedures.
• Maintain cashier floats and immediately report any discrepancies.
• Process wake-up calls and other guest service requests promptly.
• Issue and maintain safety deposit boxes following hotel policies and security procedures.
• Identify opportunities to upsell rooms and hotel services while enhancing the guest experience.
• Respond to guest feedback and online reviews through Hilton platforms and approved third-party websites in a timely and professional manner.
• Report guest concerns, safety hazards, suspicious activities, security incidents, or equipment malfunctions to management.
• Maintain a clean, organized, and professional front desk and lobby environment at all times.
• Follow all Hilton brand standards, including Hamptonality, Hampton NOW, BOOST, Guest Assistance, KIPSU, Stay Experience, and Quality Assurance programs.
• Comply with all workplace health and safety policies, emergency procedures, WHMIS requirements, and hotel operating standards.
• Perform other duties as assigned to support hotel operations and guest satisfaction.

Qualifications & Skills
• High school diploma or equivalent required; post-secondary education in Hospitality or Tourism is an asset.
• Previous experience in hospitality, front desk operations, or customer service is preferred.
• Excellent verbal communication and interpersonal skills.
• Strong organizational, multitasking, and problem-solving abilities.
• Professional appearance with a positive, guest-focused attitude.
• Ability to work independently and collaboratively within a team environment.
• Flexibility to work days, evenings, weekends, holidays, and varying shifts.
• Experience with hotel property management systems (PEP) is considered an asset.
• Knowledge of WHMIS, workplace health and safety practices, and emergency procedures is preferred.
• Applicants must be legally authorized to work in Canada

Physical Requirements
• Ability to stand for extended periods of time.
• Must be able to lift up t