Guest Service Agent *(Casual)

Join the BEST Guest Services team in Edmonton at the DoubleTree by Hilton West Edmonton! All the essentials are covered in our 128 modern guest rooms and 110 elegant suites including two-bedroom and presidential suites.

We are looking for a Casual Guest Service Agent for our Team - where exceptional guest experiences begin with a warm welcome and seamless service.

Level: CASUAL – Hourly

Department: Rooms Division – Guest Services

Job GradeReports to: Guest Services Manager

Overview

At the DoubleTree by Hilton West Edmonton, we know that first impressions set the tone for every stay. Our Guest Services Agents are the ambassadors of hospitality, ensuring each guest feels valued from check-in to check-out. If you’re passionate about delivering memorable service, solving problems with professionalism, and thriving in a fast-paced environment, this could be the perfect opportunity for you.

What You’ll Do

• Welcome guests upon arrival, verify reservations and payment details, and provide information on hotel amenities.
• Handle reservations by phone, email, and in person with accuracy and efficiency.
• Process guest messages, mail, packages, and deliveries.
• Monitor room inventory daily to balance occupancy and support sales strategies.
• Promote and sell hotel services, special promotions, and loyalty programs to maximize revenue and guest satisfaction.
• Present statements of charges at check-out, process payments, and resolve discrepancies.
• Review and monitor guest accounts, adhering to credit limits and billing instructions.
• accurately, including daily cash summaries.
• Ensure security of guest information, room keys, and company property.
• Respond promptly to guest needs, special requests, and concerns with professionalism and follow-through.
• Provide local and hotel information to guests, enhancing their stay experience.
• Support departmental training, assist coworkers, and maintain a cooperative team environment.
• Provide occasional coverage for Night Audit shifts as required.
• Support hotel safety, health, and emergency procedures, including reporting hazards and following WHMIS standards.
• Perform additional duties and projects as assigned by leadership.

What You Bring

• Post-secondary education in Hospitality Management, Business Administration, or a related field.
• 1 year of previous guest service experience (hospitality preferred).
• Excellent verbal and written communication skills.
• Strong computer skills, including Microsoft Office; prior experience with property management systems an asset.
• Experience with PEP a strong asset!
• Highly organized, detail-oriented, and able to multitask effectively.
• Energetic, flexible, and able to work well under pressure in a fast-paced environment.
• Strong teamwork and interpersonal skills, with the ability to connect with diverse guests.
• Reliable, punctual, and professional in appearance.
• Ability to confidently promote and sell hotel services.

Working Conditions

• Fast-paced, guest-facing environment.
• Standing and walking for extended periods, with bending, reaching, twisting, and lifting as required.
• Exposure to cleaning chemicals with appropriate protective equipment.
• Flexibility to work evenings, weekends, and holidays.

What We Offer

• A welcoming and supportive team culture.
• Opportunities for training and career growth.
• Competitive wages and benefits.
• Employee discounts on hotel stays, dining, and more.

Living Our Values

At SilverBirch Hotels & Resorts, we live by our core values:

• Engagement
• Quality
• Performance
• Growth
• Integrity

NOTE

This job posting is for a position at a hotel that is owned and operated by an independent franchisee (SilverBirch Hotels & Resorts). The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website.

If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Job Types: Permanent, Casual

Pay: $20.26 per hour

Benefits

• Company events
• Discounted or free food
• Employee assistance program
• On-site gym
• On-site parking
• Store discount

Application question(s)

• Have you worked for a Hilton branded hotel before?
• Are you familiar with any reservation systems or software programs used in the hospitality industry?
• This position involves shift work. (7 am - 3:30 pm or 3:00 - 11:30 pm and possibility of overnight shifts) Are you available to work those shifts on any given day?

Experience

• "Hotel" Guest services: 1 year (preferred)

Work Location: In person