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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.