Guest Service Representative

Appone; California (MO); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k matching

Paid vacation and sick time

Employee discount program

Life Insurance

Disability Insurance

Employee Assistance Program

Job summary

HM Alpha Hotels & Resorts seeks a Guest Service Representative to be a pivotal touchpoint for guests at Hyatt Valencia. You will greet guests, handle check-ins/outs, process payments, and assist with reservations, contributing to a seamless guest experience and smooth front-desk operations.

The role emphasizes strong communication, attention to detail, and a customer-first mindset in a fast-paced hotel environment. Generous benefits and clear career paths are offered.

Qualifications

• Excellent communication and interpersonal abilities.
• Strong attention to detail in guest transactions.
• Ability to manage multiple tasks in a fast-paced setting.
• Customer-first mindset with a friendly, welcoming demeanor.
• Sound judgment and discretion handling guest needs and sensitive information.

Responsibilities

• Greet, register, and assign rooms to guests; issue keys and escort instructions as needed.
• Answer inquiries about hotel services, registrations, dining, entertainment and directions.
• Maintain records of room availability and guest accounts; may manage reservations.
• Compute bills, collect payments, and post charges via hand or machine.
• Enforce hotel credit policies and manage cash deposits per policy.
• Greet guests warmly and professionally; reflect service standards.
• Lead capacity duties if applicable: supervise and allocate work.
• May arrange reservations and manage guest valuables; order amenities as needed.
• Perform other duties as assigned.

Skills

Exceptional communication

Interpersonal skills

Attention to detail

Multitasking

Customer-first mindset

Discretion with sensitive info

Education

High school diploma or equivalent

Job description

The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role supports the smooth operation of the front office and guest services department, ensuring seamless check-in/check-out experiences, accurate billing, and responsive assistance. Their day-to-day interactions significantly impact the guest experience, internal workflows, and the hotel's reputation for service excellence.

HOW YOU’LL SHAPE THE EXPERIENCE & FUTURE

• 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.

KEY STRENGTHS FOR SUCCESS

• 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

PROFESSIONAL EXPERIENCE

• At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting
• 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

ACADEMIC BACKGROUND

• High school diploma or equivalent required
• Additional training or coursework in hospitality, business, or customer service is a plus

WHAT YOU CAN EXPECT

• Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
• Disability Insurance
• Life Insurance
• Employee Assistance Program
• 401k matching
• Employee discount program
• Vacation and Sick Time

CA Pay Range: $17.00per hour

Position Requirements

Successful completion of a background check is required prior to employment.

Location Hyatt Valencia 210

Full-Time/Part-Time Full-Time

Shift -not applicable-

EOE Statement

HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.