Guest Service Representative

Here is a tailored version of the job description specifically rewritten for a Guest Service Representative at a hotel property. It pivots away from generic retail terminology and incorporates authentic hospitality standards, brand expectations, and systems relevant to your property.
Job SummaryJoin our dynamic team at Hilton Garden Inn Wichita Downtown as a Guest Service Representative. In this crucial front-line role, you will be the welcoming face and warm first impression for our travelers, business guests, and local visitors. Your primary mission is to deliver exceptional, intuitive service—guiding guests seamlessly through check-in and check-out, managing reservations, and creating a bright, memorable stay from arrival to departure.
Duties & Responsibilities

• Warm Guest Welcomes & Departures: Greet arriving and departing guests promptly, professionally, and with a genuine, service-oriented attitude aligned with Hilton brand standards.
• Front Desk Operations: Handle room assignments, process check-ins and check-outs, establish secure methods of payment, and issue room keys with precision.
• Reservation & Inquiry Handling: Answer incoming phone inquiries, manage room reservations, and provide knowledgeable recommendations on local Wichita attractions, dining, and hotel amenities.
• Guest Relations & Problem Resolution: Listen actively to guest feedback, resolve service challenges promptly, and utilize empowerment guidelines and appropriate service recovery to ensure total satisfaction.
• Cross-Departmental Communication: Coordinate closely with Housekeeping and Maintenance teams regarding room status, VIP arrivals, special guest requests, and maintenance work orders.
• Financial Accuracy: Handle cash drawer operations, process credit card transactions accurately, and complete daily front office balancing and audit accounting reports.
• Brand & Safety Standards: Maintain an immaculate, organized front desk and lobby area while adhering strictly to safety, security, and emergency procedures.

Qualifications & Skills

• Hospitality Experience: Previous customer service, front desk, or hospitality experience is strongly preferred.
• Communication Excellence: Outstanding interpersonal and verbal communication skills with a polished, professional phone etiquette.
• System Aptitude: Comfort using computerized property management systems (PMS) and handling basic cash-handling/financial math.
• Multitasking & Composure: Highly organized with the ability to remain calm, professional, and efficient during high-volume check-in periods.
• Flexibility: Dependable and flexible to work a varied schedule, including weekends, evenings, and holidays, to support 24/7 hotel operations.

Pay: $14.00 - $16.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Vision insurance

Work Location: In person