Hotel Guest Service Representative

Tru-By-Hilton; Madison (WI); On-site; USD 45,847,000 - 51,577,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Bonus for going above and beyond

Volunteer hours

Job summary

Tru by Hilton Madison West is hiring a Hotel Guest Service Representative. You’ll answer phones, take reservations, check guests in and out, and help create a memorable stay for every guest.

Starting wage is $16.00-$18.00 per hour, with higher rates possible for experienced candidates. Flexible availability is required on Mondays to Fridays, weekends, and holidays, with morning or evening shifts from 7 am–3 pm or 3 pm–11 pm.

Qualifications

• Customer service experience required.
• Accurate cash handling experience.
• Strong oral and written communication and interpersonal skills.
• Strong attention to detail and organization.
• Positive, outgoing attitude.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Answer phones, make reservations, check guests in/out, and interact with guests to create a memorable experience.
• Use the property management system to manage reservations and payments.
• Provide courteous service and resolve guest issues promptly and creatively.
• Utilize sales techniques to maximize occupancy and revenue.

Skills

Customer service

Cash handling

Communication skills

Attention to detail

Positive attitude

Fast-paced environment

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?

NCG Hospitality is proud to be an Equal Opportunity Employer.