Guest Service Agent

Hilton Garden Inn Davis Downtown; United States; On-site; USD 23,000 - 32,000; Full time

Job summary

Hilton Garden Inn Davis Downtown is seeking a friendly Guest Service Agent to handle check-ins and check-outs, provide information, and ensure guest satisfaction at our Davis hotel. You will greet guests, process payments, and coordinate with multiple departments to meet guest needs.

Ideal candidates have strong customer service skills, are flexible with mornings, evenings, weekends, and holidays, and can operate in a fast-paced hospitality environment.

Qualifications

• Minimum 6 months in customer service, preferably in a hotel.
• Experience in front desk or guest services is a plus.

Responsibilities

• Check in and check out hotel guests courteously and efficiently.
• Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.
• Resolve guest issues, complaints, and requests with urgency and empathy.
• Ensure all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
• Maintain knowledge of all hotel features, services and hours of operation.
• Meet with supervisor to review daily assignments and priorities.
• Answer department telephone within three rings with proper greeting.
• Assist all departments and executives with guest information and inventory queries.

Skills

Customer service

Communication

Teamwork

Interpersonal skills

Tools

Quore

Outlook

Hotel Radios

Job description

119 rooms | 3,334 sq. ft. meeting/event space Amenities: pet friendly, on-site restaurant, fitness center. Located in the heart of downtown, our Davis hotel offers easy access to UC Davis, local dining, and vibrant campus life - all within walking distance. Guests enjoy complimentary bicycle rentals, convenient proximity to the Amtrak station, and on-site dining at our restaurant, Scholar. Join our team and be part of a welcoming environment that blends college-town energy with warm hospitality.

Pay Range: $16.90-$23.50

Job Title: Guest Service Agent

Department: Front Office/Guest Services

Supervision Exercised: N/A

Supervision Received: Operations Manager, Operations Supervisor

Job Summary

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Job Duties include the following:

Guest Services & Operations

• Completes all daily front desk agent tasks
• Greet and assist guests in a friendly, professional manner during check-in, check-out, and throughout their stay.
• Resolve guest issues, complaints, and requests with a sense of urgency and empathy.
• Ensure that all front desk procedures (room assignments, payment processing, key distribution) are performed accurately.
• Maintain knowledge of all hotel features, services, hours of operation, room types
• Ensure all reservations that need to be made manually are in the system.
• Meets Hilton Honors enrollment goals by signing up guest during check-in.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times, Adhere to all cashiering procedures
• Meet with supervisor to review daily assignments and priorities.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.

Administrative & Communication

• Communicate effectively with other departments (e.g., housekeeping, engineering, F&B) to ensure guest needs are met utilizing tools like Quore, Outlook, Hotel Radios to communicate.
• Follow up with guest requests/complaints

Position Disclaimer

This job description reflects the general nature and level of work performed in this role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or assign duties as necessary to meet business needs.

Minimum Requirements

A minimum of one (6) months in customer service preferably in a hotel setting such as Hilton, Marriott, Hyatt or other hotel brand. Must have a flexible schedule and be available to work mornings, evenings, weekends, holidays and overnight shifts. Must have exceptional customer service skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand for long periods; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‑related requirements.