Guest Service Representative

Guest Service Representative

The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role supports the smooth operation of the front office and guest services department, ensuring seamless check-in/check-out experiences, accurate billing, and responsive assistance. Their day-to-day interactions significantly impact the guest experience, internal workflows, and the hotel's reputation for service excellence.

How You'll Shape The Experience & Future

Greet, register, and assign rooms to guests.

Issue room key and escort instructions to Bell Attendant or directly to guest as appropriate, without announcing room numbers.

Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.

Keep records of room availability and guests' accounts. May make, confirm and cancel reservations for guests.

Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.

Understand and enforce the hotel company credit policies.

Account for all cash and makes deposits in accordance with hotel and company policies.

Take the initiative to greet guests in a friendly and warm manner.

If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.

May make restaurant, transportation or entertainment reservations for guests; may deposit guests' valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.

Other duties as assigned.

Key Strengths For Success

Exceptional communication and interpersonal skills

Strong attention to detail and accuracy in guest transactions

Ability to multitask in a fast-paced environment

Customer-first mindset with a friendly, welcoming demeanor

Sound judgment and discretion in handling guest needs and sensitive information

Professional Experience

At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting

Prior experience working with guests, handling payments, or managing reservations preferred

Familiarity with hotel procedures, property management systems, and guest service best practices is an asset

Academic Background

High school diploma or equivalent required

Additional training or coursework in hospitality, business, or customer service is a plus

Benefits

Medical, dental, and vision (HSA available)

Company-paid disability & life insurance

Employee Assistance Program

Supplemental benefits

401(k) with match

Employee discounts

Paid vacation & sick time

This is an hourly position at $17 an hour

Position Requirements - Successful completion of a background check is required prior to employment.

Category - Guest Services

Location - Hilton Indianapolis 226

Full-Time/Part-Time - Full-Time

Shift - Evenings

EOE Statement - HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.

This position is currently accepting applications.