🏢 Company: Hilton Garden Inn
📍 Location: Umhlanga Arch, Durban, 500200, South Africa
🗂 Brand: Hilton Garden Inn
💼 Employment Type: Full-time
⚙️ Job Functional Area: Guest Services, Front Office, Operations

About the Company

Hilton is a globally renowned hospitality company with nearly a century of experience in delivering outstanding guest experiences across its luxury, full-service, and mid-priced hotels. Hilton’s mission is to fill the earth with the light and warmth of hospitality by providing exceptional service, amenities, and value for business and leisure travelers alike.

Role Overview

The Front Office Guest Service Agent is the first point of contact for guests at Hilton Garden Inn Umhlanga. You will deliver a seamless check-in and check-out experience, provide exceptional guest service, and assist with audits and front desk operations. This role requires professionalism, attention to detail, and a passion for hospitality.

Key Responsibilities

💼 Reception & Guest Services: Provide efficient check-in and check-out services, ensuring all guest queries are resolved quickly and accurately.
📊 Audit & Reporting: Complete front office audits as required and report relevant guest feedback to the Guest Service Manager.
📈 Upselling & Occupancy: Promote hotel services and packages to maximize room occupancy.
💳 Payments: Handle foreign currency, credit cards, and cash transactions according to hotel credit policies.
🔒 Safety & Compliance: Follow health, safety, and security protocols while complying with company policies and procedures.
🤝 Team Collaboration: Assist other departments as needed and contribute to training and development of night team members.
🛎️ Product Knowledge: Maintain knowledge of room categories, rates, packages, and promotions to support guests effectively.

Requirements

🎓 Education & Experience: Previous experience in customer-focused industries, ideally in front office, concierge, or hospitality.
💬 Skills & Competencies: Excellent communication, multitasking, and organizational skills. Calm, professional, and detail-oriented.
💻 Technical: Competent in IT and front office/property management systems.
💳 Advantageous: Experience in cash handling, conflict resolution, and hospitality operations.

CV & Application Tips

Highlight Guest Service Experience: Include previous roles in hospitality, front office, or customer service.

• Demonstrate Professionalism: Show strong communication, grooming standards, and ability to handle difficult situations.

• Upselling & Sales Skills: Include experience with promoting services or achieving revenue targets.

• Technical Proficiency: Mention experience with property management systems, reservation software, or POS systems.

• Soft Skills: Emphasize teamwork, attention to detail, calm under pressure, and problem-solving capabilities.

Employment Equity Statement

Hilton is an equal opportunity employer committed to diversity and inclusion. All qualified applicants, including those with disabilities, veterans, and from designated groups, will receive consideration for employment without regard to race, color, religion, sex, age, or any other protected characteristic.