Hotel Guest Service Representative

WI- Homewood Suites Madison West•Madison, WI

About The Position

The Guest Services Representative provides courteous, prompt service and creates memorable, personalized guest experiences at the Madison West Homewood Suites. The role involves answering property phones, making reservations, checking guests in and out, handling payments and cash, and responding to guest requests and complaints. Representatives use sales techniques to promote the property and maximize occupancy and revenue. The employer describes the role as an opportunity for growth, supported by tools, resources, mentorship, and a focus on Growth, Fun, Trust, and Responsibility.

Requirements

Customer service experience.
Accurate cash-handling experience.
Strong oral and written communication and interpersonal skills.
Strong attention to detail, organization, and follow-up abilities.
Positive, outgoing, and friendly attitude.
Ability to work effectively and efficiently in a fast-paced setting.
Flexible availability, including Monday through Friday, weekends, and holidays.

Nice To Haves

Experienced candidates may qualify for a higher wage.

Responsibilities

Answer the property's phones and make reservations.
Check guests in and out and interact with them in a friendly, professional manner.
Use the property management system to make reservations, check guests in and out, and process payments.
Maintain the cash drawer and operate office equipment.
Anticipate guest needs, listen attentively, and respond promptly to requests and complaints.
Resolve guest issues quickly and empathetically, including by thinking creatively when needed.
Use sales techniques to promote the property and maximize occupancy and revenue.

Benefits

$1,000 sign-on bonus.
Personalized career development and advancement opportunities.
Leadership training, mentorship, and educational assistance.
Opportunities to grow across 35 hotels and the Corporate Office.
Worldwide hotel discounts and complimentary stays at NCG Hospitality-managed hotels.
Referral and incentive programs.
Paid volunteer hours, recognition programs, and appreciation events.
Medical, dental, and vision coverage.
Paid time off and paid sick time.
Employee Assistance Program.
HSA/FSA options, telehealth, and wellness benefits.
Competitive pay with same-day pay options.
401(k) with company match.
Performance bonuses for eligible positions.