Complex Guest Service Agent - Hilton Portland Duniway

Complex Guest Service Agent

Job Number: HOT0C7IS

Hilton Portland Downtown
921 S.W. Sixth Avenue
Portland 97204

The iconic Hilton Portland Downtown and The Duniway – a boutique hotel in downtown Portland – are looking for a Complex Guest Service Agent to join their dynamic front‑desk team! If you have a passion for customer service and want to learn and grow in hospitality, this is the perfect opportunity. Enjoy perks such as free meals during shifts, a robust benefits plan, and discounted room rates for you and your family at Hilton Hotels.

• Minimum of 1 year customer‑service experience.
• Ability to work a flexible schedule that includes nights, weekends, and holidays.
• Effective communication with English‑speaking guests.
• Computer skills in Microsoft Word, Excel, and PowerPoint, and internet navigation.
• Knowledge of OnQ is a plus.

Full‑time

$20.00 per hour (plus incentives paid out monthly)

Hilton supports the mental and physical wellbeing of all team members with innovative programs and benefits such as:

• Go Hilton travel program – 100 nights of discounted travel
• Access to pay when needed through Daily Pay
• Hilton Shares – employee stock purchase program (ESPP) at a 15% discount
• Maternity and parental leave
• Debt‑free education – access to educational credentials through Guild Education
• Flexible shifts and days off
• Comprehensive health insurance for you and your family, including Telemedicine and Amazon Care at‑home care
• Mental health resources and free counseling via the Employee Assistance Program
• Best‑in‑class paid time off (PTO)
• 401(k) plan with company match

Available benefits may vary depending on property‑specific terms and conditions.

As a Guest Services Agent, you will greet and register guests, manage check‑outs, and provide outstanding service and financial profitability.

Key responsibilities include:

• Greet guests and complete the registration process, including data entry, room selection, key coding, and promotion of marketing programs.
• Assist with check‑out, ensuring accurate accounting, handling cash, processing credit/debit cards, handling foreign currency, and managing gift certificates.
• Demonstrate thorough knowledge of hotel information and local area to answer guest inquiries.
• Use up‑selling techniques to promote hotel services and maximize occupancy.
• Respond to guest inquiries and resolve issues in a timely, friendly, and efficient manner.
• Field complaints, conduct research, and negotiate solutions for guest satisfaction.
• Receive, input, retrieve, and relay messages to guests.

We value many attributes, including:

• Hospitality – delivering exceptional guest experiences.
• Integrity – doing the right thing, all the time.
• Leadership – leading in our industry and communities.
• Teamwork – collaborating across the organization.
• Ownership – taking responsibility for actions and decisions.
• Urgency – operating with discipline and a sense of urgency.
• Quality, productivity, and customer focus.

Hilton is the leading global hospitality company, spanning luxurious full‑service hotels to mid‑priced hotels. 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 to create remarkable experiences every day.

Full‑time

Guest Services, Operations, and Front Office