Hilton Worldwide, Inc.
Part-Time Guest Service Agent- Embassy Suites Birmingham
Hilton Worldwide, Inc., English Village, Alabama, United States
Job Description - Part-Time Guest Service Agent- Embassy Suites Birmingham (HOT0C7CI)
Job Number Part-Time Guest Service Agent- Embassy Suites Birmingham (HOT0C7CI)
Work Locations Embassy Suites Birmingham, 2300 Woodcrest Place, Birmingham 35209
Why Join Us:
At Embassy Suites by Hilton Birmingham, the Guest Services team is the heart of the guest experience. As a Guest Services Agent, you are often the first and last point of contact for our guests, setting the tone for a welcoming, seamless, and memorable stay. This role blends service excellence, problem-solving, and attention to detail in a fast-paced hospitality environment.
If you thrive on connecting with people, enjoy multitasking, and take pride in delivering outstanding service, this is a great opportunity to grow within a globally respected hospitality brand.
Role Summary:
The Guest Services Agent is responsible for delivering a positive and professional guest experience throughout the guest journey, from arrival to departure. This role handles guest registration, check-in and check-out, billing, guest inquiries, and service recovery while maintaining Hilton and Embassy Suites service standards.
Guest Services Agents serve as a knowledgeable resource for guests, supporting hotel operations through accurate system use, effective communication, and proactive service.
Key Responsibilities Guest Arrival & Departure
Greet guests promptly with a friendly, sincere, and professional welcome
Complete the guest registration process, including verifying guest information, room rates, room assignments, and coding electronic keys
Provide welcome information, hotel details, and directions to guest rooms, arranging bell assistance when needed
Assist guests with check-out, ensuring room charges and services are accurate and properly posted
Process guest transactions using point-of-sale and property management systems in a cashless environment
Ensure accuracy in reservations, billing, credit authorizations, and guest accounts
Input, retrieve, and update guest profiles, messages, and special requests
Guest Service & Service Recovery
Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner
Take ownership of guest challenges and follow through to ensure satisfaction
Research, resolve, and negotiate solutions to guest complaints while maintaining professionalism
Remain calm, alert, and service-focused during high-volume periods or emergency situations
Product Knowledge & Upselling
Maintain thorough knowledge of hotel services, room types, rates, packages, promotions, and local attractions
Use approved upselling techniques to promote hotel services and maximize room occupancy
Provide accurate information regarding hotel amenities, outlet hours, and local points of interest
Communication & Teamwork
Promptly answer incoming phone calls using clear, positive communication
Receive, input, retrieve, and relay messages to guests accurately
Retrieve and distribute guest mail, packages, and deliveries as requested
Work cohesively with team members and other departments to support smooth operations
Operational Support
Exercise sound judgment and discretion when handling guest situations
Plan and prioritize tasks effectively in a fast-paced environment
Complete additional duties and assignments as directed by the Front Desk Manager or Director of Operations
Qualifications
High school diploma or GED required
Previous hotel front desk or guest service experience preferred
Strong customer service, communication, and problem-solving skills
Ability to multitask, prioritize, and remain organized in a fast-paced environment
Demonstrated ability to work effectively as part of a team
Proficiency in Microsoft Office products
Ability to exercise sound judgment and maintain confidentiality
Availability Requirements
Open availability required, including mornings, evenings, weekends, and holidays
Flexibility to work high-demand shifts, particularly weekends
What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
Additional key attributes
Quality
Productivity
Customer Focus
What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Job Guest Services, Operations, and Front Office
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Job Number Part-Time Guest Service Agent- Embassy Suites Birmingham (HOT0C7CI)
Work Locations Embassy Suites Birmingham, 2300 Woodcrest Place, Birmingham 35209
Why Join Us:
At Embassy Suites by Hilton Birmingham, the Guest Services team is the heart of the guest experience. As a Guest Services Agent, you are often the first and last point of contact for our guests, setting the tone for a welcoming, seamless, and memorable stay. This role blends service excellence, problem-solving, and attention to detail in a fast-paced hospitality environment.
If you thrive on connecting with people, enjoy multitasking, and take pride in delivering outstanding service, this is a great opportunity to grow within a globally respected hospitality brand.
Role Summary:
The Guest Services Agent is responsible for delivering a positive and professional guest experience throughout the guest journey, from arrival to departure. This role handles guest registration, check-in and check-out, billing, guest inquiries, and service recovery while maintaining Hilton and Embassy Suites service standards.
Guest Services Agents serve as a knowledgeable resource for guests, supporting hotel operations through accurate system use, effective communication, and proactive service.
Key Responsibilities Guest Arrival & Departure
Greet guests promptly with a friendly, sincere, and professional welcome
Complete the guest registration process, including verifying guest information, room rates, room assignments, and coding electronic keys
Provide welcome information, hotel details, and directions to guest rooms, arranging bell assistance when needed
Assist guests with check-out, ensuring room charges and services are accurate and properly posted
Process guest transactions using point-of-sale and property management systems in a cashless environment
Ensure accuracy in reservations, billing, credit authorizations, and guest accounts
Input, retrieve, and update guest profiles, messages, and special requests
Guest Service & Service Recovery
Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner
Take ownership of guest challenges and follow through to ensure satisfaction
Research, resolve, and negotiate solutions to guest complaints while maintaining professionalism
Remain calm, alert, and service-focused during high-volume periods or emergency situations
Product Knowledge & Upselling
Maintain thorough knowledge of hotel services, room types, rates, packages, promotions, and local attractions
Use approved upselling techniques to promote hotel services and maximize room occupancy
Provide accurate information regarding hotel amenities, outlet hours, and local points of interest
Communication & Teamwork
Promptly answer incoming phone calls using clear, positive communication
Receive, input, retrieve, and relay messages to guests accurately
Retrieve and distribute guest mail, packages, and deliveries as requested
Work cohesively with team members and other departments to support smooth operations
Operational Support
Exercise sound judgment and discretion when handling guest situations
Plan and prioritize tasks effectively in a fast-paced environment
Complete additional duties and assignments as directed by the Front Desk Manager or Director of Operations
Qualifications
High school diploma or GED required
Previous hotel front desk or guest service experience preferred
Strong customer service, communication, and problem-solving skills
Ability to multitask, prioritize, and remain organized in a fast-paced environment
Demonstrated ability to work effectively as part of a team
Proficiency in Microsoft Office products
Ability to exercise sound judgment and maintain confidentiality
Availability Requirements
Open availability required, including mornings, evenings, weekends, and holidays
Flexibility to work high-demand shifts, particularly weekends
What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
Additional key attributes
Quality
Productivity
Customer Focus
What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Job Guest Services, Operations, and Front Office
#J-18808-Ljbffr