Guest Service Agent- Embassy Suites Birmingham

Hilton•Homewood, AL

About The Position

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. 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.

Requirements

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
Open availability required, including mornings, evenings, weekends, and holidays
Flexibility to work high-demand shifts, particularly weekends

Responsibilities

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
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
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
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
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