Guest Service Agent

The Hilton Minneapolis is looking for the next Guest Service Agent to join their growing team! The facility is located in downtown Minneapolis, connected by covered skyways to the Minneapolis Convention Center and the Minnesota Orchestra. Nearby Enterprise car rental, Nicollet Mall, restaurants, Target Field, indoor pool, sauna, Topgolf Swing Suite, Starbucks, UPS store, and all‑day dining.

Union Position which requires complete open availability. Schedule is based on seniority and business needs; full‑time hours are not guaranteed.

$17.70 per hour for first and second shifts; $17.95 per hour for third shift; $19.70 per hour for third shift Night Audit.

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through Daily Pay
• Hilton Shares:
  Our employee stock purchase program (ESPP) – 15% discount on Hilton shares
• Debt‑
  
  Free Education:
  
  Access to educational credentials via Guild Education (degrees and certifications)
• Health & Dental Benefits
• Mental health resources
• Paid Time Off (PTO)
• 401(k) plan
• Available benefits may vary depending on property‑specific terms and conditions of employment

This position will generally be scheduled for 3 overnight shifts and 2 Day shifts with Night Audit responsibilities. Key duties include:

• Greet and register guests; input guest data, confirm rates, select rooms, code keys, promote marketing programs, provide welcome packet
• Assist guests with check‑out; ensure accurate billing, process payments, convert currency, issue change, handle gift certificates
• Demonstrate comprehensive knowledge of hotel services and local area; answer questions
• Use up‑selling techniques to promote services and maximize occupancy
• Respond to inquiries and resolve issues promptly and courteously
• Field complaints, conduct research, negotiate solutions for guest satisfaction
• Receive, input, retrieve, and relay messages to guests
• Audit, post, and balance daily revenue across all outlets
• Reconcile front desk transactions, including room charges, corrections, adjustments, and disputed charges
• Ensure credit card system reconciles to daily transaction lists

Core values and attributes needed:

• Hospitality – Passion for delivering exceptional guest experiences
• Integrity – Do the right thing, all the time
• Leadership – Leaders in industry and community
• Teamwork – Team players in everything we do
• Ownership – Owners of actions and decisions
• Now – Operate with urgency and discipline
• Quality, Productivity, Dependability, Customer Focus, Adaptability

Hilton is the leading global hospitality company, spanning full‑service hotels, resorts, and mid‑priced properties. For nearly a century, Hilton has offered travelers the finest accommodations, service, amenities, and value. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable experiences worldwide.

Hilton Minneapolis

Full‑time

Hilton Hotels & Resorts

Guest Services, Operations, and Front Office