Guest Service Representative

Parable Hospitality; Los Angeles (CA); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Vacation and Sick Leave

Team Member Travel Program

Team building activities

Volunteer programs

Job summary

The Wayfarer DTLA, a Tapestry Collection by Hilton, is seeking a Guest Service Representative to join our front desk team. You will welcome guests, handle check-in/out, and ensure a warm, personalized experience.

Responsibilities include greeting guests, processing reservations, handling cash, and providing accurate information about rates and local amenities. Strong communication and teamwork are essential for success.

Qualifications

• Greet guests and complete check-in procedures daily.
• Accurately handle cash and process charges at checkout.
• Provide personalized service and resolve inquiries.
• Communicate rates and information; upsell where appropriate.
• Maintain guest relations and stay informed on in-house events.

Responsibilities

• Greet arriving guests and complete check-in procedures.
• Facilitate guest departures and close accounts.
• Handle cash and guest charges with accuracy.
• Answer inquiries and accept reservations via phone and in person.
• Operate PBX system and manage wake-up calls.

Skills

Guest service excellence

Effective communication

Cash handling

Reservation guidelines

Upselling

Team collaboration

Front desk operations

Tools

PBX system

Job description

The Wayfarer DTLA, a Tapestry Collection by Hilton, is looking for an outstanding Guest Service Representative to join the team! Our Guest Service Representatives are hands‑on, team‑oriented professionals with high standards and are driven to exceed our guest’s expectations on a daily basis.
Core functions of the position, but are not limited to the following:

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Communicate effectively with guests and fellow team members.
• Greet arriving guests and complete established check‑in procedures on a daily basis in order to ensure that guests are fully satisfied.
• Facilitate guest departures on a daily basis by following established procedures in order to close guest accounts and determine future room availability.
• Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures in order to present the guest with accurate hotel charges upon check‑out.
• Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing Company’s reservation guideline. Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests.
• Maintain good guest relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Operate the PBX equipment by accepting incoming calls and assisting out‑going calls, setting wake‑up calls and communicating to guests to ensure timely and efficient service.
• Control cash and credit transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policy.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by guests in a timely manner.
• Contribute to and maintain established information and communication sources such as department and front desk logbooks in order to enhance department communications and operations.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
• Perform other duties as assigned, requested or deemed necessary by management.
  

Benefits, Travel Perks & More
Medical, Dental, Vision, 401k, Vacation and Sick Leave are offered with this position along with a Team Member Travel Program, encouraging each team member to visit sister properties and enjoy exclusive team member rates for rest and relaxation. We also encourage quarterly team building and giving back to the communities in which we work through regular volunteering and select charity promotions throughout the year.
Pay Rate: $25.00 per hour