Job Description

Guest Service Agent


With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.


If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.


The Guest Service Agent is the first point of contact for guests at an international hotel and plays a vital role in delivering exceptional guest service. This role is responsible for check-in and check-out procedures, handling guest requests and inquiries, and ensuring smooth daily operations at the front desk. The Guest Service Agent represents the hotel brand and must deliver professional, warm, and efficient service to both leisure and business travelers from around the world.

What will I be doing?

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:


Greet guests with a warm and welcoming attitude upon arrival and throughout their stay. Perform check-in, check-out, and room assignment procedures in accordance with hotel standards. Handle guest inquiries, requests, and complaints promptly and professionally. Provide accurate information about hotel facilities, services, local attractions, and transportation. Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest Manage reservations, cancellations, and modifications using the hotel's Property Management System (PMS). Process payments and maintain accurate records of transactions and guest accounts. Balance cash drawers and prepare shift reports. Coordinate with housekeeping, bell desk, concierge, and other departments to fulfill guest requests. Communicate guest preferences and feedback to relevant departments to enhance the guest experience. Ensure proper handovers between shifts with clear documentation and communication. Uphold brand service standards and guest satisfaction scores. Ensure compliance with hotel policies, procedures, and security protocols. Maintain a polished, professional appearance and behavior at all times.

What are we looking for?

A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:


High school diploma or equivalent; diploma or degree in Hospitality Management is preferred. Previous experience in a similar role in a hotel or customer service environment is an advantage. Familiarity with international hotel systems (e.g., Opera, Fidelio, OnQ or similar PMS) is highly desirable. Excellent verbal and written communication skills in English; Bahasa Malaysia, and additional languages are a plus. Strong interpersonal skills with a guest-oriented mindset. Ability to remain calm and courteous under pressure. Competency in basic computer applications and reservation systems. Attention to detail, accuracy, and organizational skills. Ability to work flexible hours, including nights, weekends, and holidays. Hospitality Management School graduates are encouraged to apply

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 travellers 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!