Guest Services Agent

Embassy Suites•San Luis Obispo, CA

8d•Onsite

About The Position

Be the First Hello - and the Last Goodbye As a Guest Service Agent, you'll be the face of the Embassy Suites by Hilton San Luis Obispo — the first person a guest sees when they walk through the door and the last one they interact with before heading home. Whether they're arriving for a weekend on the Central Coast, a wine country escape, or a business trip, you set the tone for the entire stay. And you'll do it at a place that takes care of its own. Hilton has been named the #1 World's Best Workplace by Fortune & Great Place to Work — two years running. Where You'll Work: This position is located at our Embassy Suites by Hilton in SLO. Our all-suite hotel sits in the heart of California's Central Coast — surrounded by rolling hills, minutes from the beach, steps from downtown SLO, and close to some of the state's best wineries and hiking trails. The Role: As a Guest Service Agent, you'll own the front desk experience — checking guests in and out, answering questions, solving problems, and making every interaction feel personal and effortless. No two days look the same, and that's part of what makes it great.

Requirements

Have a naturally warm, welcoming personality that puts people at ease
Communicate clearly and confidently — in person, by phone, and in writing
Stay calm and solution-focused when things get busy or a guest is frustrated
Are detail-oriented and accurate when handling transactions and guest information
Thrive in a fast-paced environment where no two shifts are exactly alike
Prior front desk, hospitality, or customer service experience (preferred, not required)

Responsibilities

Greets guests with a warm and welcoming attitude, always providing outstanding customer service.
Issues room key and escort instructions to Bell Person or directly to guest as appropriate.
Date-stamps, sorts, and racks incoming mail and messages.
Check-in and check-out guests efficiently, ensuring accurate information is collected and recorded.
Transmits and receives messages using equipment such as telephone, fax, and switchboard.
May receive and process advance registration payments.
Provide guests with information about hotel facilities, services, and local attractions.
Handle guest inquiries, requests, and complaints promptly and professionally, resolving any issues to ensure guest satisfaction.
Maintain an organized and tidy front desk area, ensuring all necessary supplies are stocked.
Assist with administrative duties, such as answering phone calls, responding to emails, and handling cash transactions.
Keeps records of room availability and guests’ accounts.
Computes bill, collects payment, and makes change for guests.
May make, confirm, and cancel reservations for guests.
May post charges such as room, food, liquor, or telephone by hand or machine.
May make restaurant, transportation, or entertainment reservations for guests.
May deposit guests’ valuables in hotel safe or safe-deposit box.
May order complimentary flowers or champagne for special guests.
Follow hotel policies and procedures, including security and safety protocols.
Collaborate with other hotel departments to ensure a seamless guest experience.
Supports and adheres to the core values, the mission statement, service fundamentals, and guest service philosophy as defined by the company.
Required to be always in uniform when working on the property, including wearing a name identification badge.
All other duties as assigned by a manager or supervisor.

Benefits

Travel the World on Team Member Rates: Your employee badge is your passport. The Go Hilton Team Member Travel Program gives you access to Hilton properties worldwide starting at just $40/night — plus special discounted rates for family and friends.
Matching 401(k): We invest in your long-term future with a matching 401(k) plan. Start building financial security from your very first year.
Full Benefits Package: Medical, Dental, and Vision coverage for eligible employees — because a company that takes care of its guests starts by taking care of its people.
Free Meals On Shift: Enjoy a complimentary meal provided by the hotel during every scheduled shift. One less thing to think about.
Real Career Growth: Windsor Hospitality and Hilton both promote from within. This role is a great starting point with opportunities to grow your career—we’ll support you every step of the way.
Paid Time Off & Paid Sick Leave
Flexible Spending Account (FSA)
Employee Assistance Program (EAP) — confidential support for life's challenges
Recognition & Rewards Programs celebrating excellence and milestones
Exclusive family & friends hotel discount rates