Front Office Agent – Guest Services

About the role

The Front Office Agent is the first point of contact for guests entering the lobby, ensuring a warm welcome and a memorable stay. You will support both regular and VIP guests, coordinate with hotel departments, and uphold the Waldorf Service promise.

Key responsibilities

• Greet, meet, and direct guests in the lobby, acting as the main point of contact for all guest needs.
• Manage guest inquiries, complaints, and requests promptly, ensuring high levels of customer service.
• Coordinate with housekeeping, security, engineering, and other departments to fulfill guest requirements and resolve issues.
• Promote hotel facilities, upsell services, and encourage Hilton Honors membership.
• Handle telephone and operator duties, complete shift handovers, and maintain accurate records.

Required profile

• Excellent interpersonal skills with the ability to remain patient, tactful, and diplomatic under pressure.
• Strong mathematical comprehension and ability to input data into moderately complex computer systems.
• Fluent in reading, writing, speaking, and understanding English.
• Ability to work effectively in a fast‑paced, stressful environment.