Guest Service Representative

Hilton Indianapolis; Indianapolis (IN); On-site; USD 34,000 - 38,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability & life insurance

Employee Assistance Program

401(k) with match

HSA available

Job summary

Hilton Indianapolis is seeking a Guest Service Representative to be a critical touchpoint between the hotel and guests, handling check-in/check-out, billing, and guest inquiries on a daily basis.

You will greet guests, manage reservations, answer questions about services, and ensure a smooth guest experience. Excellent communication, attentiveness, and discretion are essential in this fast-paced environment.

Qualifications

• High school diploma or equivalent required; hospitality/customer service experience preferred.
• Additional training or coursework in hospitality, business or customer service is a plus.
• Familiarity with hotel procedures, property management systems, and guest service best practices is an asset.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room key and escort instructions to Bell Attendant or 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.
• Compute bill, collect payments and make change; may post charges by hand or machine.
• Understand and enforce the hotel company credit policies.
• Account for all cash and make deposits in accordance with policies.
• Take initiative to greet guests in a friendly and warm manner.
• Lead capacity duties: supervise and assign work in the absence of a supervisor.
• May make restaurant, transportation or entertainment reservations; may deposit valuables; may order flowers or champagne for special guests.
• Other duties as assigned.

Skills

Communication skills

Attention to detail

Multitasking

Customer-first mindset

Discretion

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
• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• 401(k) with match

This is an hourly position at $17an hour

Position Requirements

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

Location Hilton Indianapolis 226

Full-Time/Part-Time Full-Time

Shift Evenings

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.