Hotel Guest Service Representative

Madison East DoubleTree by Hilton; Madison (WI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Free stays at NCG Hospitality hotels

Performance bonuses

Volunteer time-off

Job summary

Madison East DoubleTree by Hilton is seeking a friendly Hotel Guest Service Representative to greet guests, answer phones, check in/out, and help ensure a memorable stay. Flexible schedule with mornings and evenings; weekend and holiday coverage may be required. Fluent English is required.

You’ll join a supportive front desk team that values growth, trust, and guest satisfaction. You will use the property management system to process reservations, payments, and guest requests, while delivering

Qualifications

• Customer service experience required.
• Accurate cash handling experience expected.
• Strong oral and written communication skills.
• Great attention to detail, organization and follow-up.

Responsibilities

• Answer phones, make reservations, check guests in/out.
• Provide courteous, prompt service to create a memorable stay.
• Utilize the property management system for reservations and payments.
• Anticipate and resolve guest requests and concerns with professionalism.

Skills

Customer service

Cash handling

Communication skills

Attention to detail

Tools

PMS

Job description

Hotel Guest Service Representative, DoubleTree by Hilton Madison East

Join a 2025 USA Today Top Workplace Winner! Starting at $16.00/hour; experienced candidates may qualify for a higher wage. Candidates who have applied or interviewed for this position within the past six months may not be reconsidered at this time. This applies specifically to this position and does not necessarily apply to other opportunities within NCG Hospitality. Flexible availability required Monday to Friday, Weekends, and Holidays. Open to Morning and Evening shifts. Our Front Desk team works collaboratively across shifts, and flexibility to work both morning and evening shifts is preferred.

Fluent English required

Fluent English required.

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 DoubleTree by Hilton Madison East.

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 the property management system to make reservations, check in and check out guests, process payments, 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

What Will You Get At NCG Hospitality?

The DoubleTree by Hilton Madison East 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.