Hotel Guest Service Representative

Tru by Hilton; Madison (WI); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Free hotel stays at NCG properties

Referral bonuses and incentives

Paid volunteer hours

401(k) retirement plan with matching

Job summary

Tru by Hilton Madison West is hiring a Hotel Guest Service Representative. You will answer phones, manage reservations, check guests in and out, and provide a friendly, professional guest experience. The role requires strong communication, cash handling skills, and the ability to work in a fast-paced environment.

Flexible availability includes mornings, weekdays, weekends, and holidays, with shifts 7am–3pm or 3pm–11pm. Experience in customer service is preferred.

Qualifications

• Customer service experience preferred.
• Flexible availability including mornings, weekdays, weekends and holidays.
• Shift options: 7am–3pm and 3pm–11pm.
• Ability to use a property management system for reservations, check-in/out and payments.
• Strong communication skills and a friendly, professional demeanor.

Responsibilities

• Answer phone calls and handle guest reservations.
• Check guests in and out efficiently and accurately.
• Interact with guests to create a personalized, memorable experience.
• Process payments and manage cash drawer.
• Resolve guest issues with prompt, creative solutions.
• Promote hotel features to maximize occupancy and revenue.

Skills

Customer service

Cash handling

Communication

Attention to detail

Teamwork

Sales awareness

Tools

Property management system

POS system

Job description

Hotel Guest Service Representative, Tru by Hilton Madison West

Join a 2025 USA Today Top Workplace Winner! Starting at $16.00-$18.00/hour; experienced candidates may qualify for a higher wage Flexible availability required on Mondays to Fridays, Weekends, and Holidays

Open to Morning and Evening shifts from 7 am to 3 pm and from 3 pm to 11 pm

Why You’ll Love Working Here

The Hotel Guest Service Representative position is more than a job, it’s a path to a fulfilling adventure, one that you direct and we guide. A place where your impact matters, your growth is supported, and your contributions are valued. We'll invest in you, providing tools, resources, and mentorship to help you succeed all while staying true to our core values of Growth, Fun, Trust, and Responsibility.

We take great pride in the inclusive environment we’ve created attributing to our award-winning status, an experience in which team members at every level are fully engaged and can see the relationship between their job responsibilities and the overall success of the Tru by Hilton Madison West.

How You’ll Make An Impact

The Hotel Guest Service Representative provides courteous, prompt service to our guests by answering the property’s phones, making reservations, checking guests in/out and interacting with guests in a friendly and professional manner to create a memorable personalized experience.

Uses property management system to make reservations, check-in and checkout guests, process payments, maintain cash drawer and operate office equipment

Provides highest level of service by anticipating, listening attentively, and responding promptly to guests’ requests and complaints to meet and exceed guest expectations

Quickly and empathetically responds to guest issues with resolutions that may require thinking "outside of the box"

Demonstrates the use of sales techniques to effectively sell the property and maximize occupancy and revenue

What Success Looks Likes

• Customer service experience
• Accurate cash handling experience
• Strong oral and written communication and interpersonal skills
• Strong attention to detail, organization, and follow-up abilities
• Positive attitude, outgoing, friendly
• Ability to work effectively and efficiently in a fast-paced setting

What Will You Get At NCG Hospitality?

The Tru by Hilton Madison West is proudly managed by NCG Hospitality, an award winning, family-owned third generation business and leader in the ownership, development, and operations of over 30 premier hospitality properties.

Career Development

• Personalized career pathing and skill development
• Leadership and mentorship programs
• Educational and certification reimbursement

Team Member Perks

• Worldwide hotel discounts and free stays at NCG Hospitality managed hotels
• Catch of the Day – earn bonuses for going above and beyond to support team and guests
• Everyone Sells – earn cash for bringing in business to our properties
• Paid Volunteer hours – Earn money for community service

Health & Wellness Benefits

• Medical, dental, and vision plans
• Paid sick time and Paid Time Off
• Virtual telehealth access and employee assistance resources
• Monthly health and fitness reimbursement programs

Financial Support

• Same-day pay options
• Referral bonus – earn cash for bringing great team members
• 401(k) retirement plan with 100% match on the first 3% and 50% match on the next 2%

Ready To Grow With Us?

Visit ncghospitality.com to explore all current openings and view this short video on Who Is NCG Hospitality.

NCG Hospitality is proud to be an Equal Opportunity Employer.