Guest Service Representative

Hyatt Regency Valencia; Santa Clarita (CA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k matching

Employee discount

Vacation and Sick Time

Life Insurance

Disability Insurance

Employee Assistance Program

Job summary

Hyatt Regency Valencia is seeking a Guest Service Representative to join our front office team in California. You will greet, check-in and assist guests while maintaining accurate billing and room records.

You will respond to service inquiries, manage reservations, and ensure a smooth guest experience with a focus on hospitality excellence. Ideal candidates have at least 3 months of hospitality or customer service background, strong communication, and a courteous, outgoing demeanor.

Qualifications

• High school diploma or equivalent required.
• 3+ months hospitality or customer service experience preferred.
• Familiarity with property management systems is an asset.

Responsibilities

• Greet, register, and assign rooms; issue keys and escort as needed.
• Answer inquiries about hotel services, dining, and local directions.
• Maintain room availability records and guest accounts; handle reservations.
• Compute bills, collect payments, and process charges.
• Enforce hotel credit policies and manage cash deposits.
• Welcome guests warmly and professionally.
• Assist lead capacity with supervising assigned staff.
• Arrange restaurant, transportation, or entertainment bookings as requested.

Skills

Communication skills

Attention to detail

Multitasking

Customer service mindset

Discretion

Education

High school diploma

Hospitality training a plus

Tools

PMS knowledge

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 Hyatt Valencia

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

What You Can Expect

• Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
• Disability Insurance
• Life Insurance
• Employee Assistance Program
• Supplemental benefits
• 401k matching
• Employee discount program
• Vacation and Sick Time

CA Pay Range: $17.00 per hour

Position Requirements

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

EOE Statement

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.