Guest Service Agent

Hilton Garden Inn Merrillville; Merrillville (IN); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Company Match

Daily Pay

Travel Discounts

Commuter Benefits

Wellness Program

Education/Professional Development

Referral Bonus Program

Job summary

Hilton Garden Inn Merrillville is seeking a Guest Service Agent to greet, register, and assist guests with a courteous and efficient approach in line with brand standards. The role emphasizes prompt service, accurate billing, and seamless front desk operations to ensure comfort and satisfaction.

The position requires helpful communication, a positive attitude, and a willingness to support guests with requests and transportation needs while maintaining hotel security and standards.

Qualifications

• Greeting guests and assisting with needs in a courteous manner.
• Registering guests and assigning rooms; processing payments.
• Knowledge of hotel front desk operations and PMS systems preferred.

Responsibilities

• Greet guests immediately and offer assistance.
• Register and check in guests; assign rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations and manage billing.
• Handle guest requests and respond promptly.
• Resolve complaints or escalate to supervisor as needed.
• Secure valuables and perform basic front desk duties.
• Balance accounts and conduct audits; uphold safety standards.
• Assist in breakfast area or with luggage during peak times.
• Contribute to overall guest satisfaction and hotel goals.
• Perform other duties as requested by management.

Skills

Guest service

Customer service

Communication

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background And Skills

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

HHM Hotels Benefits And Perks

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily PayFree Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It