Guest Service Representative

Guest Services Representative

Pay: $21.30 – $23.00 per hour

Location: The Sound Hotel, a Tapestry Collection by Hilton – Seattle, WA

Schedule: Flexible schedule required. Shifts may include AM shifts (7:00 AM – 3:30 PM), PM shifts (2:30 PM – 11:00 PM), weekends, and holidays.

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a professional and service-oriented Guest Services Representative to join our team at The Sound Hotel Seattle Belltown. As the first and last point of contact for our guests, you play a critical role in creating exceptional guest experiences and ensuring every stay is memorable.

Position Summary

The Guest Services Representative serves as the face of the hotel, providing outstanding guest service throughout the guest journey. This position is responsible for guest registration, check-in and check-out procedures, reservations, guest inquiries, problem resolution, and promoting hotel services while maintaining Hilton and company service standards.

Key Responsibilities

• Greet and welcome guests with professionalism and hospitality upon arrival
• Provide a seamless and efficient check-in and check-out experience
• Verify reservations, guest information, payment methods, and billing details
• Promote and recognize Hilton Honors members and benefits
• Answer telephone calls promptly, professionally, and courteously
• Respond to guest inquiries, requests, and concerns in a timely manner
• Resolve guest complaints effectively and escalate issues when necessary
• Make, modify, and cancel guest reservations accurately
• Assist guests with luggage needs upon arrival and departure as needed
• Provide information regarding hotel amenities, services, local attractions, and transportation options
• Process guest messages, mail, wake-up calls, and package deliveries
• Assist guests with laundry and dry-cleaning requests
• Maintain awareness of VIP arrivals and special guest requests
• Accurately document special billing instructions and communicate with accounting as needed
• Complete shift audits, cash handling procedures, and closing reports accurately
• Safeguard guest privacy, including protection of room numbers and personal information
• Maintain knowledge of hotel rooms, meeting spaces, dining outlets, pantry items, and available services
• Actively identify opportunities to maximize occupancy and room revenue
• Review and update communication logs to ensure smooth shift transitions
• Maintain open communication with all hotel departments
• Participate in team meetings and stay informed of hotel updates and operational changes

Qualifications

• High school diploma or GED required
• Minimum of one (1) year of hotel front desk experience required
• Previous hospitality, customer service, or guest services experience preferred
• Proficiency with Microsoft Office applications
• Authorized to work in the United States
• Experience with property management systems preferred
• Hilton experience preferred but not required

Knowledge, Skills & Abilities

• Exceptional customer service and hospitality skills with a passion for creating memorable guest experiences
• Strong verbal and written communication skills, including the ability to speak, read, write, and understand English
• Ability to remain professional, calm, and courteous while handling guest requests, concerns, and challenging situations
• Strong organizational, multitasking, and time-management abilities
• Ability to proactively anticipate guest needs and provide personalized service
• Sound judgment, problem-solving skills, and attention to detail
• Basic math, cash-handling, and computer skills, including proficiency with hotel systems and Microsoft Office applications
• Knowledge of hotel operations, guest service standards, hotel amenities, and local attractions
• Self-motivated professional with a positive attitude, strong sense of accountability, and professional demeanor
• Ability to work effectively both independently and as part of a diverse, team-oriented environment
• Adaptability and the ability to thrive in a fast-paced hospitality setting

Physical Requirements & Work Environment

• Work is primarily performed indoors in a climate-controlled environment
• Ability to stand, walk, and remain mobile for extended periods, up to four (4) hours at a time
• Ability to move throughout the hotel quickly and respond promptly to guest and operational needs
• Ability to lift, carry, push, or pull up to 25 pounds occasionally
• Frequent standing, walking, bending, reaching, grasping, sitting, and repetitive hand movements
• Ability to effectively communicate in person and over the telephone for extended periods
• Ability to work on a computer and view a computer screen for extended periods
• Manual dexterity required to operate computers, phones, point-of-sale systems, and other office equipment
• Visual acuity and hearing sufficient to …