Guest Service Representative

DoubleTree by Hilton Gainesville; Gainesville (FL); On-site; USD 28,000 - 38,000; Full time

Benefits offered by this job

Paid time off and health benefits

401(k) with employer match

Hotel discounts

Job summary

Naples Hotel Group is seeking a Guest Service Representative to be the first and last impression for guests, ensuring a warm, seamless stay from arrival to departure. You will handle reservations, welcome guests, answer questions, and coordinate with teams to deliver outstanding service.

This full-time role offers comprehensive benefits, opportunities for growth, and a chance to build long-term guest relationships in a hospitality-focused environment.

Qualifications

• Minimum 1 year of customer service experience in hospitality.
• Professional and friendly verbal and written communication.
• Proficient with computers and reservation systems.
• Ability to multi-task in a fast-paced, guest-facing environment.

Responsibilities

• Process check-ins and check-outs, confirm reservations, issue keys, review charges.
• Create, modify, and confirm guest reservations.
• Answer calls within three rings with prompt, professional assistance.
• Respond to guest inquiries and concerns to ensure satisfaction.
• Provide local recommendations on dining, shopping, and entertainment.
• Log and address guest comments and maintain shift pass-on logs.

Skills

Communication skills

Computer literacy

Multi-tasking

Decision making

Reliability

Teamwork

Flexibility

Tools

Reservation systems

Office software

Job description

As a Guest Service Representative, you are the first and last point of contact for our guests, playing a vital role in creating a welcoming, seamless, and memorable stay. From check-in to check-out, you will assist with reservations, respond to guest needs, and ensure every interaction reflects warmth, professionalism, and efficiency. You will be focused on optimizing each guest’s experience by living out our company purpose: "hospitality from our family to yours."

Job Responsibilities:

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Serve as a local expert by offering recommendations on shopping, dining, entertainment, and directions.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass‑on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check‑ins.
• Create and log maintenance work orders using the hotel’s work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications:

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Strong ability to multi‑task and manage shifting priorities in a fast‑paced, guest‑facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team‑oriented, with a positive attitude and commitment to guest satisfaction.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel needs.

Physical Demands:

• Must be able to occasionally lift or carry items up to 25 pounds.
• Requires frequent and extended periods of standing, walking, bending, stretching, pushing, pulling, and twisting throughout the shift.
• Must have manual dexterity to operate phones, computers, tablets, payment systems, and other front desk equipment.
• Ability to multi‑task efficiently, including switching between guest interactions, phone calls, and administrative tasks.
• Must be able to work independently for extended periods, including low‑traffic shifts when management may not be present.
• Ability to perform in a fast‑paced and high‑pressure environment while maintaining composure and professionalism.

As a family‑owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight‑knitted team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer match
• Exclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discount

Source: Naples Hotel Group