Guest Service Agent | Hilton Salwa

Role overview

In this position, you will be the first point of contact for guests, helping create a smooth and welcoming experience from arrival through departure. The role is centered on delivering warm hospitality, handling check-in and check-out efficiently, and making sure every guest feels looked after throughout their stay.

Key duties

• Greet arriving guests in a friendly and professional manner, complete registration, confirm details, allocate rooms, issue keys, and arrange welcome support such as bell service when needed.
• Handle guest questions, complaints, and special requests quickly and effectively, resolving matters directly when possible or passing them to the right department when required.
• Keep accurate records of guest comments, incidents, and complaints, and coordinate closely with Operations, Lifeguards, Security, Housekeeping, and Food & Beverage teams to support smooth service.
• Share accurate information about the hotel, waterpark attractions, safety guidelines, dining options, and other guest facilities, while also helping guests navigate the property.
• Use upselling opportunities to recommend rooms and services, support revenue growth, and stay alert to ways of improving the guest experience.
• Monitor guest movement during busy periods and events, assist with crowd control, and respond to messages and requests with care and urgency.
• Maintain compliance with food safety, hygiene, and sanitation standards while carrying out daily service duties.

Qualifications and profile

This role calls for someone who genuinely enjoys hospitality and takes pride in creating positive guest experiences. The ideal candidate works with integrity, shows accountability, collaborates well with others, and brings a sense of urgency and discipline to each task. Strong communication in English and Arabic is required, and knowledge of additional languages will be considered an advantage.

About Hilton

Hilton is a global hospitality company known for creating memorable guest experiences and a supportive environment for team members. With a long-standing presence in travel and hospitality, the company emphasizes teamwork, leadership, ownership, and service excellence across its brands and properties.

Benefits

• Access to heavily discounted travel, including up to 110 nights at reduced rates and hotel stays starting from USD 40 per night through the Go Hilton travel program.
• Paid parental leave for eligible team members, including partners and adoptive parents.
• A crisis concierge service that offers practical help and compassionate support during times of loss.
• Mental health and wellbeing resources, including support through the Care for All hub and, where available, free counseling via an Employee Assistance Program.

Important notes

Benefit availability can differ depending on the team member’s location and the terms and conditions of employment. Each benefit or plan is subject to its own program rules and eligibility requirements.