Hotel Guest Service Representative

WI- Home2 Suites Madison Central•Madison, WI

21h

About The Position

The Guest Services Representative provides courteous, prompt service to guests by answering property phones, making reservations, checking guests in and out, and interacting with guests in a friendly, professional manner to create a memorable, personalized experience. The role uses the property management system to manage reservations, check guests in and out, process payments, maintain a cash drawer, and operate 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 property and maximize occupancy and revenue. Flexible availability is required, including weekdays, weekends, and holidays, 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.

Nice To Haves

Hilton experience is preferred.
Experienced candidates may qualify for a higher wage.

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 make reservations, check guests in and out, and process payments.
Maintain the cash drawer and operate office equipment.
Anticipate, listen to, and promptly respond to guest requests and complaints.
Resolve guest issues empathetically, using creative solutions when needed.
Use sales techniques to promote the property and maximize occupancy and revenue.

Benefits

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.