Guest Services Agent

Description:

The Hilton Garden Inn Bend is looking to add to our hospitality team! Located in the beautiful Old Mill District and just minutes from restaurants, shopping, and outdoor recreation, our hotel provides an exciting environment for both guests and employees. If you are passionate about hospitality and creating exceptional guest experiences, we would love to have you join our team.

Summary

At Resolute Road Hospitality, we’re redefining third-party hospitality management through collaboration, innovation, and excellence. With a growing national footprint, we offer dynamic opportunities for professionals ready to grow. Guided by our core values - Stronger Together, Social Intelligence, Grit, Integrity, and Better Every Day - we support your success at every turn. Join us on the road ahead and help us create exceptional experiences.

Benefits

Travel Perks

Optional Daily Pay

Health/Life Insurance

401k

Paid Time Off

Dental/Vision

Employee Assistance Program

Referral Program

Your Role

As a Guest Services Agent, you’ll be the welcoming face of the hotel, ensuring smooth check-in and check-out experiences, assisting with guest requests, and supporting front desk, kiosk, and pantry operations. This role is ideal for someone who brings Social Intelligence to every interaction, works Stronger Together with the teams, and takes pride in delivering service with Integrity.

What You’ll Do

• Greet all guests with a friendly, welcoming attitude
• Register guests, confirm reservations, and secure payment methods
• Promote loyalty programs and ensure members receive benefits
• Respond to guest requests and resolve concerns promptly and professionally
• Operate front desk systems to check guests in and out efficiently
• Process retail and pantry transactions with accuracy
• Handle guest payments, room charges, and daily bank reconciliations
• Manage phone calls, emails, and reservations with clarity and professionalism
• Monitor lobby appearance and cleanliness; communicate service needs to other departments
• Stay informed about hotel amenities, services, and local attractions
• Log and report any maintenance or safety issues
• Adhere to Resolute Road Hospitality policies and brand standards
• Support other team members as needed
• Perform other duties as assigned

Knowledge, Skills & Abilities

• Knowledge of hotel front desk procedures, POS systems, and guest service best practices
• Strong verbal and written communication skills
• Ability to remain calm, courteous, and professional under pressure
• Proficient computer and data entry skills (MS Office, brand systems preferred)
• Basic math skills and knowledge of cash handling procedures
• Ability to multitask, prioritize, and adapt in a fast-paced environment
• Friendly and engaging interpersonal skills
• Commitment to accuracy, dependability, and hospitality excellence
• Knowledge of emergency response procedures and ability to act decisively

Education & Experience

• High school diploma or GED required
• Previous hospitality or customer service experience preferred

Licenses & Certifications

• TIPS or equivalent

Additional Information

Consistent attendance and adherence to Resolute Road Hospitality’s standards are critical to success in this role. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of responsibilities, duties, and skills required. Duties may evolve based on organizational needs.

E-Verify

Resolute Road Hospitality utilizes E-Verify for all employment authorization verification.

Requirements:

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