Guest Service Representative

DoubleTree by Hilton Hotel San Diego - Del Mar; Del Mar (CA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with match

Employee discounts

Paid vacation & sick time

Job summary

DoubleTree by Hilton Hotel San Diego - Del Mar is seeking a Guest Service Representative to be a key touchpoint with guests from arrival through departure. You will assist with check-in/out, handle billing, and provide information on hotel services and local recommendations.

Strong communication and attention to detail are essential to ensure a smooth guest experience. The role emphasizes courteous service, accurate record-keeping, and teamwork within the Front Office and Guest Services teams to

Qualifications

• At least a high school diploma; hospitality/customer service experience preferred.
• Experience handling guest transactions or payments is a plus.
• Familiarity with hotel procedures and guest service best practices is an asset.

Responsibilities

• Greet, register, and assign rooms to guests and issue room keys.
• Answer inquiries about hotel services, directions, dining and activities.
• Maintain records of room availability and guest accounts; assist with reservations.
• Handle billing, collect payments, and process charges with accuracy.
• Adhere to hotel credit policies and secure deposits as required.
• Provide warm, responsive service and represent the hotel professionally.

Skills

Customer service

Cash handling

Reservations

Communication

Hospitality basics

Education

High school diploma

Tools

Property Management System (PMS)

Job description

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.

Division DoubleTree San Diego Del Mar

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

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Position Requirements

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

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.