Job Description

Before you get started…Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team Members! And Hilton was voted the #1 Best Workplace in Australia in 2025 according to Great Place To Work!

Iconic 598-room Hilton Sydney is located in the heart of Sydney’s CBD and is steps from Town Hall station and the QVB Light Rail stop. Amongst our operations, we are home to signature restaurant Glass Brasserie, heritage listed Marble Bar and we are the leading destination for Conferences & Events with one of the largest conferencing spaces in Australia.

Why you will love working for Hilton?

• 110 exceptionally discounted travel nights per year for you, your friends or family to enjoy at any of our 9000+ hotels located in 141 countries and territories around the world.
• Discounts of up to 25-50% on products and services in participating Hilton outlets
• Extensive range of career development opportunities including access to Hilton University training, offering more than 3000 free learning programs
• Bonus Annual Leave days after 2 years
• Unwavering focus on creating an inclusive environment offers growth opportunities, is driven by purpose, and allows team members to bring their best, most authentic selves to work.

We are the Light and Warmth of Hospitality. We are HILTON.

WHAT WILL I BE DOING?

Responsible for being the welcoming face of this hotel, you will be based in our Front Office team whilst completing other shifts within our Reservations, MAGIC (Communications), Concierge and Executive Lounge Departments.

In the Front office role, you will be responsible for engaging with our guests from arrival to departure, you will welcome guests, respond to requests, inquiries, and act as a main point of contact in the hotel. In the Concierge role, you will manage guest luggage, coordinate mail and taxi services, and assist guests with your knowledge of current industry trends and local attractions. Within the MAGIC team you, you will act as the main connection between the Guest, the hotel, and the various hotel departments including deliveries of guests Amenities and requests.

Reporting to the Director of Front Office, you will work as part of a team on a rotating shift basis, and enjoy working in a fast-paced environment.

Duties/responsibilities

• Welcome guests and complete Check-in and Check-out procedures using the hotel system OnQ
• Make and adjust guest reservations
• Manage guest requests, inquiries and complaints
• Maintain current knowledge of daily VIP, hotel products, services, pricing and special promotional offers
• Maximise sales revenues through up-selling and marketing programs
• Manage guest luggage
• Park automatic and manual vehicles
• Arrange taxis and courier services
• Receive and deliver mail and messages
• Provide support to the Concierge desk
• Perform general incoming communication duties, including taking enquiries via telephone and electronic registration systems
• Deliver guest amenities and requests to rooms

What It Takes to Make the Stay

• Previous reception experience preferably within a hotel reception team or Hospitality field
• Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
• Computer literate
• Demonstrated ability to resolve problems and conflict
• Experience in cash handling
• Ability to lift heavy objects
• Available for flexible working hours according to business needs
• Confident communication skills and positive manner
• Full Manual driving license
• A passion for providing excellent customer service
• Responsible Service of Alcohol (RSA NSW) Certification required