Guest Service Associate / Shuttle Driver

Position Title: Guest Service Associate / Shuttle Driver
Department: Guest Services/Operations
Reports To: Front Office Manager / Front Office Supervisor
Location: Embassy Suites by Hilton Tulsa I-44, 3332 South 79th East Avenue, Tulsa, OK (USA)
Position Type: Full-Time, Exempt

Overview
Embassy Suites by Hilton Tulsa I-44 is actively seeking a dynamic and experienced Guest Service Associate / Shuttle Driver to shape and optimize our hotel’s guest services landscape. Grounded in radical honesty and transparency principles, our company culture encourages the open sharing of information, fostering an environment where every stakeholder's input is valued.

Position Overview
The Guest Service Associate / Shuttle Driver is responsible for delivering warm, efficient, and courteous service that reflects the hospitality and brand promise of Embassy Suites by Hilton. This role combines front desk and guest transportation responsibilities—assisting guests with check-in/check-out, inquiries, and concierge needs, while also safely operating the hotel shuttle to transport guests to and from local destinations and Tulsa International Airport. The position requires flexibility, teamwork, and a genuine passion for delivering memorable guest experiences in every interaction.

Key Responsibilities

Guest Services (Front Desk):

• Greet and welcome all guests in accordance with Hilton Brand Standards, ensuring an efficient and friendly check-in/check-out process.
• Handle guest inquiries, reservations, room assignments, and billing accurately in OnQ or the property management system.
• Resolve guest concerns promptly and professionally, escalating issues to management when necessary.
• Maintain a thorough knowledge of hotel services, amenities, and local area attractions.
• Coordinate with Housekeeping, Maintenance, and Food & Beverage to fulfill guest requests efficiently.
• Balance cash and credit transactions accurately at the end of each shift.

Shuttle Operations:

• Safely operate the hotel’s shuttle vehicle to transport guests to and from the airport and approved local destinations.
• Adhere to all traffic laws, hotel safety policies, and Hilton brand safety standards.
• Maintain a clean, well-presented, and fully fueled shuttle vehicle at all times.
• Assist guests with luggage loading/unloading courteously and safely.
• Keep an accurate daily log of shuttle trips, mileage, and guest counts as required.

Guest Experience:

• Uphold Hilton’s “Make it Right” philosophy by anticipating guest needs and providing proactive service recovery.
• Communicate professionally and clearly with guests, team members, and management.
• Maintain an inviting and organized lobby area.

Teamwork & Brand Compliance:

• Attend and actively participate in departmental meetings and Hilton brand training.
• Comply with all Hilton CleanStay and Hilton Safety & Security standards.
• Support other departments as needed to ensure seamless guest satisfaction.

Prerequisite Qualifications

Education:

• High school diploma or equivalent required.

Experience:

• Previous experience in guest services, front desk, or driving-related hospitality roles preferred.
• Familiarity with Hilton’s OnQ PMS or similar system preferred.

Licenses:

• Valid Oklahoma driver’s license with a clean driving record required.
• Must be able to pass a motor vehicle record (MVR) check per company policy.

Skills:

• Excellent customer service, communication, and problem-solving skills.
• Ability to multitask and remain calm under pressure.
• Professional grooming and presentation aligned with Hilton standards.
• Ability to lift up to 50 lbs and stand for extended periods.

Brand Standards & Core Values

• Deliver service consistent with Embassy Suites’ “Make Yourself at Home” philosophy.
• Uphold Hilton’s core values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now (HILTON).
• Adhere to Hilton’s brand appearance, grooming, and guest interaction standards at all times.
• Maintain compliance with Hilton’s CleanStay sanitation and safety protocols.

Key Performance Indicators (KPIs)

Guest Satisfaction (SALT Scores)

• ≥ 85% “Very Satisfied

On-Time Shuttle Departures

• ≥ 95% on-time performance

Safety Incidents

• 0 preventable incidents or violations

Cleanliness & Vehicle Inspection Scores

• 100% compliance

Hilton Brand Audit Score

• ≥ 90% compliance

Guest Complaint Resolution

• 100% within 24 hours

Attendance & Punctuality

• ≤ 2 unscheduled absences per quarter

Upsell / HHonors Enrollment

• Meet or exceed monthly departmental goals

Physical Requirements

• Frequent standing, walking, bending, lifting, and reaching.
• Ability to operate a passenger van or shuttle safely for extended periods.
• Must be able to work flexible hours including evenings, weekends, and holidays.

Compensation and Benefits

• Competitive hourly wage based on experience.
• Hilton Team Member Travel & Friends/Family Discount Program.
• Flexible full-time or part-time scheduling.
• Opportunities for advancement within the Hilton portfolio.

Embassy Suites by Hilton Tulsa I-44 is an Equal Opportunity Employer.

Job Types: Full-time, Part-time

Benefits:

• Employee discount
• On-the-job training
• Paid time off
• Referral program

Work Location: In person