Guest Services Representative

Description

Essential Duties and Responsibilities 

(3PM-11PM)

• Welcome guests in a friendly, professional, and courteous manner. 
• Complete guest check-ins and check-outs accurately and efficiently. 
• Process reservations, cancellations, room changes, and extensions. 
• Answer incoming phone calls and respond to guest inquiries promptly. 
• Handle guest concerns and resolve issues professionally, escalating to management when necessary. 
• Accurately process credit cards, and other payment transactions. 
• Verify guest information and maintain accurate reservation records. 
• Assign guest rooms while maximizing occupancy and following hotel procedures. 
• Communicate effectively with housekeeping, maintenance, and other departments regarding guest needs and room status. 
• Maintain knowledge of hotel services, amenities, local attractions, and Hilton Honors benefits. 
• Promote Hilton Honors enrollment and hotel amenities when appropriate. 
• Monitor lobby activity to help ensure the safety and security of guests and team members. 
• Keep the front desk, lobby, and public areas clean, organized, and welcoming. 
• Follow all Hampton Inn & Suites, Hilton, and hotel policies, procedures, and brand standards. 
• Assist with laundry, breakfast, or other hotel duties as needed during busy periods. 
• Perform additional duties as assigned by management.

Requirements

Qualifications

• Previous customer service or hotel experience is preferred but not required. 
• Strong communication and interpersonal skills. 
• Basic computer skills with the ability to learn hotel property management systems. 
• Ability to multitask and remain organized in a fast-paced environment. 
• Ability to handle difficult situations professionally and calmly. 
• Must be dependable, punctual, and maintain a positive attitude. 
• Must be able to work flexible schedules, including weekends, holidays, and evening shifts.