Hotel Guest Service Representative

NCG Hospitality; Madison (WI); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Referral and incentive programs

Paid Volunteer Hours

Recognition programs

Job summary

The Guest Services Representative position at NCG Hospitality in Madison is the friendly, first point of contact for guests. You’ll answer phones, take reservations, check guests in and out, and help create a personalized, memorable stay.

We value teamwork across shifts and offer opportunities for growth. The role includes health coverage, paid time off, and hotel discounts; morning and evening shifts are available, with weekend and holiday coverage as needed.

Qualifications

• 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.

Responsibilities

• Answers phone calls and assists guests with inquiries.
• Uses property management system to make reservations, check-in and checkout guests, and process payments.
• Maintains cash drawer and operates office equipment.
• Provides courteous, prompt service and resolves guest requests or issues to exceed expectations.

Skills

Customer service experience

Cash handling experience

Oral and written communication

Interpersonal skills

Attention to detail

Positive attitude

Fast-paced work ethic

Job description

Guest Services Representative

Join a 2026 USA Today Top Workplace Winner!

Starting at $16.00/hour, experienced candidates may qualify for a higher wage

Flexible availability required Monday to Friday, Weekends, and Holidays

Open to both 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

The Guest Services 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 Double Tree by Hilton Madison East.

How You’ll M[ake An Impact

The Guest Services 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

To Be Successful In This Role, You'll Bring

• 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

Why You'll Love Working Here

Career Growth

• Personalized career development and advancement opportunities
• Leadership training, mentorship, and educational assistance
• Opportunities to grow across 35 hotels and our Corporate Office

Team Member Perks

• Worldwide hotel discounts and complimentary stays at NCG Hospitality-managed hotels
• Referral and incentive programs to earn additional rewards
• Paid Volunteer Hours, recognition programs, and appreciation events

Health & Wellness

• Medical, dental, and vision coverage
• Paid Time Off, Paid Sick Time, and Employee Assistance Program
• HSA/FSA options, telehealth, wellness benefits, and more

Financial Benefits

• Competitive pay with same-day pay options
• 401(k) with generous company match
• Performance bonuses for eligible positions

Ready To Grow With Us?

Take the next step in your career with NCG Hospitality! Explore our current opportunities and discover what makes our team a great place to grow.

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