Guest Service Representative/Night Audit

Appone; San Diego (CA); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with match

Employee discounts

Job summary

HM Alpha Hotels & Resorts is seeking a Guest Service Representative/Night Audit for the DoubleTree San Diego Del Mar location. You will greet guests, handle check-ins/outs, and ensure accurate billing while maintaining a warm, professional demeanor.

The role supports front office operations, collaborates with night audit processes, and helps deliver an exceptional guest experience across shifts. Full-time position with benefits and opportunities for growth.

Qualifications

• High school diploma or equivalent required.
• Experience in hospitality or guest service preferred.
• Familiarity with hotel procedures and PMS is an asset.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room key and escort instructions to Bell Attendant or guest.
• Answer inquiries about hotel services, registrations, and directions.
• Keep records of room availability and guests’ accounts; process reservations.
• Compute bills, collect payments, and post charges.

Skills

Communication

Guest Service

Multitasking

Attention to detail

Education

High school diploma or equivalent

Tools

Property management system (PMS)

Job description

Guest Service Representative/Night Audit

Division DoubleTree San Diego Del Mar

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 guest services department, and Night Audit, 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.
• Night Audit processes and procedures
• 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

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Position Requirements

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

Category Guest Services

Location DoubleTree San Diego Del Mar 209

Full-Time/Part-Time Full-Time

Shift Rotating Days and Nights

EOE Statement

Number of Openings 1

Req Number GUE-26-00058

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.