Guest Service Agent

This position is open to Australian residents only or applicants who have the legal right to work in Australia.
About Hilton Melbourne Little Queen Street
Hilton Melbourne Little Queen Street combines old world charm with modern luxuries! This stunning hotel in the heart of the CBD features 244 stylish guest rooms, including 10 spacious suites, a restaurant and bar, fully equipped gym and meeting & event spaces.
About the role
As a Guest Service Agent, you will have a visible passion for hospitality and delivering exceptional customer service. You will be part of the Front Office Team which is the main connection between ours guest and the hotel. Our Guest Service Agents are instrumental in ensuring our guests enjoy their stay. They are responsible for:
Welcoming all Guests and fulfilling the check-in process for Guests and group arrivals
Complete the check-out process for departing guests using the hotel systems
Manage, effectively and efficiently, Guest requests, inquiries, and complaints
Proactively find ways to delight and excite our guests to ensure their stay in memorable
Maintain current knowledge of hotel products, services and special promotional offers, as well as daily VIP movements and special events
Maximize sales revenues through up-selling and marketing programs
Perform general incoming communication duties, including answering telephone calls and responding to emails.
What are we looking for?
Have a friendly, bubbly and positive demeanour
Work calmly and efficiently under pressure with a keen eye for detail
Have excellent personal presentation and communication skills.
Exude a passion for delivering exceptional levels of customer service
Adapt to learning new computer systems with ease
Ability to work around a 7-day week roster including ability to work evenings, overnight shifts, weekends, and public holidays.
It would be advantageous if you have:
Proven ability in problem resolution
Previous experience in Front Office/Concierge within a hotel
Valid Australian Drivers License
What will it be like to work for Hilton?
At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. In 2025, Hilton ranked #1 across all industries by the Great Place to Work Institute in Australia and Worldwide. At Hilton, you can also look forward to receiving:
Worldwide travel discounts at unbelievable rates for you and your friends and family!
Competitive wages
Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few
A workplace culture that foster personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing

Work arrangement
No