Guest Service Representative

Guest Service Representative

The Wayfarer DTLA, a Tapestry Collection by Hilton, is a vibrant boutique hotel designed for curious travelers looking to experience the city in a fresh, unconventional way. Located in the heart of Downtown Los Angeles, the hotel features The Gaslighter Social Club, a lively lobby restaurant and bar, and The Rooftop, offering dining, cocktails, and sweeping views of the Los Angeles skyline. With stylish event spaces, unique design elements, and easy access to L.A. Live, Crypto.com Arena, the Los Angeles Convention Center, and other DTLA attractions, The Wayfarer offers an energetic setting for guests to connect, explore, and experience the city.

The Role

As a Guest Service Representative, you'll be one of the first faces our guests see and an important part of their overall hotel experience. You'll create a warm welcome, help guests throughout their stay, and keep front desk operations running smoothly with professionalism, accuracy, and genuine hospitality.

You will:

• Welcome arriving guests and provide a friendly, efficient check-in experience
• Process guest departures, close accounts, and ensure charges are accurate
• Handle cash, credit transactions, receipts, and guest accounts according to hotel procedures
• Answer guest questions and provide knowledgeable recommendations about the hotel and surrounding area
• Accept and manage reservations by phone and in person, accurately communicating rates, availability, and hotel information
• Use suggestive selling techniques to create value and identify opportunities to enhance the guest experience
• Stay informed about hotel amenities, in-house activities, and local events so you can confidently assist guests
• Answer incoming calls, assist with outgoing calls, and manage wake-up call requests
• Receive, sort, and distribute guest mail, messages, and other communications
• Maintain accurate front desk logs and communication tools to keep the team informed
• Communicate effectively with guests and fellow team members across departments
• Assist other hotel teams as needed to support the overall guest experience
• Maintain a professional, positive, and courteous presence throughout every guest interaction

What Success Looks Like

Success means guests feel welcomed, cared for, and confident that they're in good hands. You'll keep the front desk organized and running efficiently while handling each interaction with warmth and professionalism. You'll be someone guests can rely on for answers, solutions, and a great first impressionand someone your team can count on to follow through.

What We're Looking For

• 1+ year of customer service or related experience preferred
• Previous hotel front desk experience is a plus, but not required
• Genuine passion for creating memorable guest experiences
• Strong verbal and written communication skills
• Friendly, professional, and confident when interacting with guests
• Strong attention to detail and accuracy
• Ability to prioritize, stay organized, and make good judgments in a fast-paced environment
• Comfortable handling cash, credit transactions, and basic accounting procedures
• Basic computer, typing, and cash register skills
• Dependable and willing to support the team wherever needed
• Ability to stand for extended periods and frequently walk, bend, stoop, reach, lift, and carry up to 20 lbs.
• Ability to work a flexible schedule, including weekends, evenings, and holidays

What We Offer

• 401(k)
• Vacation & Sick Leave
• Team Member Travel Program: Hotel & Dining discounts
• Hilton Team Member Rates
• Opportunities to connect, give back, and build community through team events & volunteering.

Position Details

• Hourly Rate Range: $25
• Part-Time