Hotel Guest Service Representative
About The Position
The Guest Services Representative provides courteous, prompt service to guests at the Hampton Inn & Suites Madison West and Homewood Suites Madison West. The role answers property phones, makes reservations, checks guests in and out, and interacts with guests in a friendly, professional manner to create a memorable, personalized experience. The position uses a property management system to handle reservations, guest check-in and checkout, payments, and cash drawer responsibilities, as well as office equipment. The representative anticipates and responds promptly to guest requests and complaints, resolving issues empathetically and sometimes using creative solutions. The role also uses sales techniques to promote the properties and help maximize occupancy and revenue. Flexible availability is required for weekday, weekend, and holiday work, with morning and evening shifts available.
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 Monday through Friday, weekends, and holidays.
Responsibilities
- Answer property phones and make reservations.
- Check guests in and out and interact with them in a friendly, professional manner.
- Use the property management system to manage reservations, guest check-in and checkout, and payment processing.
- Maintain the cash drawer and operate office equipment.
- Anticipate, listen to, and promptly respond to guest requests and complaints.
- Resolve guest issues empathetically, including by finding creative solutions when needed.
- Use sales techniques to promote the property and maximize occupancy and revenue.
Benefits
- $1,000 sign-on bonus.
- Starting pay of $17.00 per hour; experienced candidates may qualify for a higher wage.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
