Guest Service Agent - Hilton San Francisco Union Square

Job Title:

Guest Service Agent – Hilton San Francisco Union Square (Job Number: )

Hilton San Francisco – Union Square, 333 O'Farrell Street, San Francisco, CA 94102

Full-Time

Shifts:

AM, PM, Overnight

Hourly Rate:
Starting at $35.06 per hour

Join our team in Downtown San Francisco for an exciting opportunity as a Guest Service Agent. You will provide outstanding guest experiences, greeting, checking in/out, up‑selling services, and handling guest inquiries and complaints.

• Greet guests and complete the registration process, inputting and retrieving data, confirming guest info and room rates, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guests know room location or are assisted by bell person.
• Assist guests with check‑out, handling financial transactions, using POS system, processing credit/debit cards, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate thorough knowledge of hotel information and local area, answering guest questions and inquiries.
• Use up‑selling techniques to promote hotel services and facilities.
• Respond to guest inquiries and requests, resolving issues in a timely, friendly manner.
• Field guest complaints, conduct research and negotiate solutions for guest satisfaction.
• Receive, input, retrieve, and relay messages to guests.

• Minimum of 1 year of customer service experience.
• Ability to work a full shift (8 hours) walking/standing with or without reasonable accommodations.
• Ability to bend, stoop, walk and lift/push/pull up to 20 lbs.
• Flexible schedule, including AM, PM, overnight, weekends and holidays.
• Effective communication with English‑speaking guests.
• Proactive, organized, and proficient in administrative skills.

• Hospitality – passion for delivering exceptional guest experiences.
• Integrity – do the right thing, all the time.
• Leadership – lead in industry and communities.
• Teamwork – team player in everything.
• Ownership – responsible for actions and decisions.
• Now – operate with urgency and discipline.
• Quality, Productivity, Customer Focus.

Hilton is the leading global hospitality company, dedicated to exceptional guest experiences and innovation. Our vision to fill the earth with the light and warmth of hospitality unites our team to create remarkable hospitality experiences worldwide.