Guest Service Representative at Hilton… · Greater…

Summary: Hilton Indianapolis Hotel & Suites is a hospitality establishment seeking a Guest Service Representative. This role serves as a critical touchpoint between the hotel and its guests, ensuring smooth check-in/check-out experiences and overall guest satisfaction. Responsibilities: - 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 Required Qualifications: - 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 - At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting - High school diploma or equivalent required - Successful completion of a background check is required prior to employment Preferred Qualifications: - 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 - Additional training or coursework in hospitality, business, or customer service is a plus Required Skills: Accounts Receivable, Payment Handling, Reservation Management, Hotel Procedures, Property Management Systems, Customer-first Mindset 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