Full-time Guest Service Agents

Hilton Malta is looking for team members who share a passion for excellence and infuse enthusiasm into everything they do.

Key Responsibilities

The essential functions of a Guest Service Agent include, but are not limited to, the following tasks:

• Answering all phone calls incoming through the hotel’s switchboard and promptly dealing with guest inquiries
• Handling all guest interactions with the highest level of hospitality and professionalism, including accommodating special requests, resolving customer complaints, answering questions about hotel services, and accepting and delivering wake-up calls and messages in a timely manner
• Managing guest reservations for the hotel’s Food & Drink outlets, Spa, Health Club, etc., and forwarding reservations to the relevant departments
• Performing other duties assigned by the Front Office leadership team, including but not limited to assisting the Front Desk and the Executive Lounge as needed, keeping an updated internal telephone extension list, reporting telephone maintenance and operational issues, and ensuring continuous follow-up
• Complying with Hilton brand standards and the hotel’s policies and procedures
• Monitoring and responding to hotel emergencies and safety situations in an efficient and professional manner

Requirements

The ideal candidate for this role should:

• Have previous work experience in a similar role, with knowledge of operating a switchboard
• Be flexible to work on a shift basis, including mornings, evenings, weekends, and holidays
• Be fluent in both Maltese and English (required); knowledge of a third language will be considered an asset
• Possess a positive attitude, strong communication and organisational skills, and a commitment to delivering a high level of customer service
• Be able to work independently as well as part of a team
• Possess a competent level of IT proficiency