Guest Service Executive

About the role

The Guest Service Executive leads the Front Office team to ensure every guest experiences a seamless stay from check‑in to check‑out. Working within a Hilton hotel, you act as the main link between guests, the property and other hotel departments, upholding Hilton standards of service.

Key responsibilities

• Assign and supervise Guest Service Agents, Operators and Bell Attendants.
• Manage daily front‑desk operations, including room and rate availability.
• Assist staff and other departments with queries and special requests.
• Resolve guest complaints through thorough investigation and effective solutions.
• Conduct pre‑shift meetings and ensure clear hand‑overs between shifts.
• Maintain high product knowledge of the hotel, local area and ongoing events.
• Oversee fast, efficient and friendly check‑in and check‑out processes.
• Coordinate group arrivals and departures.
• Motivate the team, foster a performance‑driven environment and participate in training.
• Handle cash, credit‑card and cheque payments accurately.
• Apply fire, safety and evacuation procedures and manage equipment on the Executive Floor.

Required profile

• Strong ability to deal with internal and external customers, showing patience, tact and diplomacy.
• Effective conflict‑resolution and complaint‑handling skills.
• Basic mathematical competence for cash handling.
• Good knowledge of hotel operations, Hilton standards and local attractions.
• Capability to work independently on the Executive Floor and take over shifts when needed.

Required skills