Guest Services Representative

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.

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.