Guest Service Representative

The Wayfarer DTLA; Los Angeles (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k plan

Vacation & sick leave

Team member travel program

Job summary

The Wayfarer DTLA, a Tapestry Collection by Hilton, is seeking a Guest Service Representative to deliver exceptional service at the front desk in Los Angeles. You will greet guests, manage check-in/out, handle cash, and coordinate with team members to ensure a seamless guest experience.

Ideal candidates bring 1–3 years in hotel operations, strong communication skills, and proficiency with MS Office and hotel software. Competitive hourly pay and benefits offered.

Qualifications

• High School diploma or better required.
• 1–3 years experience in a similar hotel operations role.
• Excellent communication skills and guest service mindset.
• Proficiency in MS Office Suite and hotel operations software.

Responsibilities

• Greet guests and complete check-in procedures daily.
• Handle check-out with accurate charges and cash handling.
• Answer inquiries and take reservations via phone and in person.
• Maintain courteous demeanor and provide personalized service.
• Operate PBX and manage wake-up calls.
• Coordinate with departments to ensure guest satisfaction.
• Process guest mail and faxes and maintain communications logs.
• Assist other team members as needed.

Skills

Highly organized and efficient

Pro‑active and results driven

Ability to adapt and demonstrate flex

Leads by example and with integrity

Excellent communicator and team motiva

Business‑like, socially engaged, etc.

Education

High School or better

Tools

MS Office Suite

Hotel operations software

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 outgoing 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

Qualifications

Skills

Preferred

Microsoft Office Intermediate

Education

Required

High School or better.

Experience

Preferred

Personal Skills

• Highly organized and efficient
• Pro‑active and results driven
• Ability to adapt and demonstrate flexibility
• Leads by example and with integrity
• Excellent communicator and team motivator
• Business‑like, socially engaged, passionate, expressive demonstrating a positive attitude

Professional Skills

• Proficiency in MS Office Suite
• Experience with hotel operations software sales programs
• Skillful in project planning/ tasks and able to prioritize projects/ tasks

1-3 years: Work Experience:

• At least 1-3 years’ experience in a like or similar role within hotel operations demonstrating progressive career path responsibilities

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.