Guest Service Agent

hilton garden inn; Rochester (MN); On-site; USD 19,000 - 30,000; Full time

Job summary

Hilton Garden Inn Rochester seeks a friendly Front Desk Associate to deliver exceptional guest experiences. You will greet guests, manage check-ins/outs, handle reservations, and provide local recommendations with warmth and professionalism.

Ideal candidates have customer-service focus, strong communication, and multitasking abilities, plus familiarity with On-Q software. Flexibility for evenings, weekends, and holidays is required.

Qualifications

• Prior experience in customer service or hospitality preferred.
• Strong communication, computer, and multitasking skills.
• Education: Associates or better in Hospitality and Resort Management.
• Ability to work a flexible schedule including weekends, evenings, and holidays.

Responsibilities

• Greet guests with warmth and professionalism, ensuring smooth check-in and check-out experiences.
• Serve as a central resource for guest requests, offering local insights, dining recommendations, and personalized service.
• Resolve guest concerns with empathy, urgency, and transparency, escalating issues when necessary.
• Handle room assignments, payments, and reservations accurately and efficiently.
• Collaborate with housekeeping, maintenance, and leadership to ensure guest expectations are met and exceeded.

Skills

Customer service

Communication

Multitasking

Positive attitude

Education

Associates in Hospitality and Resort Management

Tools

On-Q software

Job description

Description

Key Responsibilities

• Greet guests with warmth and professionalism, ensuring smooth check-in and check-out experiences.
• Serve as a central resource for guest requests, offering local insights, dining recommendations, and personalized service.
• Resolve guest concerns with empathy, urgency, and transparency, escalating issues when necessary.
• Handle room assignments, payments, and reservations accurately and efficiently.
• Collaborate with housekeeping, maintenance, and leadership to ensure guest expectations are met and exceeded.
• Keep lobby and front desk areas clean, welcoming, and fully stocked with relevant materials.
• Partner with all departments to create seamless guest experience.
• Promote wellness—for yourself, our team, and our guests—through thoughtful service and work habits.
• Foster an inclusive environment that honors our diverse guests and team members.
• Handle guest interactions, billing, and concerns with honesty and clarity.
• Put guest needs first, anticipating and exceeding expectations with every stay.
• Seek feedback, pursue learning opportunities, and contribute ideas to improve our service.

Qualifications

• Prior experience in customer service or hospitality preferred.
• Strong communication, computer, and multitasking skills.
• A passion for delivering exceptional service and a positive attitude.

Ability to work a flexible schedule including weekends, evenings, and holidays.

Qualifications

Skills

Preferred

Customer Service

Expert

Expert

English as primary language

Expert

Basic Math

Expert

On-Q software

Expert

Education

Preferred

Associates or better in Hospitality and Resort Management.

Equal Opportunity Employer
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