GUEST SERVICE AGENT AT HILTON WORLDWIDE | HOSPITALITY JOBS IN LAGOS

About Company:

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 Description:

Are you a natural people person with a passion for hospitality? We are looking for a vibrant and organized Guest Service Agent to join our Front Office Team. In this role, you are the face of our hotel and the first person our guests encounter. Your mission is simple: to create a lasting, positive first impression and provide an exceptional experience from the moment our guests arrive until they depart.

If you are calm under pressure, detail-oriented, and committed to delivering world-class service, we would love to have you on our team.

Requirements:

Reception & Guest Experience

• First Impressions: Provide a warm, efficient, and professional reception experience, managing all check-in and check-out procedures to the highest standard.

• Problem Solving: Actively listen to guest queries and feedback, providing timely and efficient solutions to ensure a positive outcome.

• Communication: Keep the Guest Service Manager fully informed of any relevant guest feedback or departmental issues.

Operations & Financial Accuracy

• Audit Procedures: Complete required audit procedures accurately and on time.

• Financial Transactions: Handle cash, foreign currencies, and credit cards with precision, ensuring full compliance with the hotel’s credit policies.

• Systems Management: Utilize front-of-house equipment and property management systems with accuracy and in accordance with company policies.

Sales & Product Knowledge

• Expertise: Maintain deep knowledge of our hotel room categories, rates, packages, promotions, and general facilities to assist guests effectively.

• Maximizing Value: Drive revenue by using up-selling techniques to promote hotel services and maximize room occupancy.

Standards & Teamwork

• Compliance: Strictly adhere to hotel security, fire regulations, and all health and safety legislation.

• Brand Standards: Consistently follow company brand standards in every interaction.

• Collaboration: Work seamlessly with the Front Office team, assist other departments when necessary, and contribute to the ongoing training and development of the Night Team.

Qualifications and Skills:

• Experience: Previous experience in a customer-focused industry is required.

  • Advantage: Previous experience in Front Office/Concierge roles (hotel, leisure, or entertainment sectors) and cash handling is highly preferred.

• Attitude & Professionalism:

  • A positive, "can-do" attitude and a genuine commitment to hospitality.

  • Excellent grooming standards that reflect our brand image.

  • A professional manner with high integrity.

• Core Competencies:

  • Communication: Excellent verbal and written communication skills.

  • Organization: Calm, efficient, and highly organized with an unwavering attention to detail.

  • Multi-tasking: Ability to balance multiple guest needs simultaneously without losing your composure.

  • Teamwork: A strong team player who is also capable of working independently.

  • Conflict Resolution: Proven ability to handle and resolve guest concerns with empathy and professionalism.

• Technical Proficiency: Competent level of IT literacy.

Salary

Application Closing Date: Not specified

Application Instructions:

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