Guest Service Representative

About Generation Hospitality

As a recognized leader in the hospitality industry, Hilton Garden Inn brings unparalleled expertise in marketing, sales, operations and revenue management.

About The Role

As a Guest Service Representative in our Front Desk department, you will be the primary point of contact for guests from the moment they arrive until their departure. In this hourly, full-time role, you will provide warm, professional, and efficient service, ensuring every guest has a smooth and enjoyable experience. You will handle check-ins and check-outs, respond to inquiries, resolve issues, and collaborate with other departments to meet guest needs. This position is ideal for individuals who are friendly, detail-oriented, and committed to delivering outstanding customer service in a fast-paced hospitality environment.

What You'll Do

• Greet and welcome guests in a courteous, professional, and timely manner at the front desk
• Perform accurate and efficient check-in and check-out procedures using property management systems
• Confirm reservations, room assignments, rates, and payment methods according to established policies
• Respond promptly to guest inquiries in person, by phone, and via email, providing accurate information about the property, amenities, and local area
• Address and resolve guest concerns and complaints with empathy, escalating issues to management when necessary
• Process payments, post charges, and handle cash, credit card, and other transactions in accordance with cash-handling procedures
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and services are prepared to guest expectations
• Monitor room availability and communicate overbookings, special requests, and changes to appropriate team members
• Maintain accurate records and documentation, including registration information, incident reports, and shift logs
• Follow security and safety protocols, including verifying guest identification and protecting guest privacy and confidential information
• Keep the front desk area organized, clean, and appropriately stocked with forms, key cards, and supplies
• Support and promote hotel programs, special offers, and loyalty memberships to enhance the guest experience
• Assist with incoming and outgoing mail, messages, and packages for guests as needed
• Participate in shift handovers, sharing relevant guest and operational information with colleagues
• Comply with all company policies, procedures, and brand standards while contributing to a positive team environment

Qualifications

• Previous experience in a customer service, hospitality, or front desk role preferred
• High school diploma or equivalent required; additional education in hospitality or related field is a plus
• Strong verbal and written communication skills in English
• Excellent interpersonal skills with a friendly, professional, and approachable demeanor
• Ability to remain calm, courteous, and solution-focused in high-pressure or stressful situations
• Proficiency with basic computer applications; experience with hotel property management systems is an asset
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize
• Comfortable handling cash and payment transactions accurately and securely
• Ability to work a flexible schedule, including evenings, weekends, and holidays, as required by the front desk operation
• Reliable, punctual, and able to work independently as well as part of a team
• Ability to stand for extended periods and occasionally lift or move items such as luggage, supplies, or equipment as needed