Hotel Guest Service Representative

WI- AC Madison Downtown; Madison (WI); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Complimentary stays at AC MadisonDownt

Referral programs

Paid Time Off

Health benefits

Job summary

AC Madison Downtown is seeking a Guest Services Representative to warmly welcome guests, handle reservations, and manage check-in/check-out in a fast-paced hotel setting. You’ll engage with guests over the phone and in person, ensuring a memorable experience through attentive service.

Starting at $18.00/hour, with potential increases for experienced candidates, the role emphasizes reliability, teamwork, and exceptional guest care as part of a values-driven hospitality team.

Qualifications

• Customer service experience required.
• Accurate cash handling experience.
• Strong oral and written communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Positive, outgoing personality; able to work in a fast-paced setting.

Responsibilities

• Answer phones and manage property reservations.
• Check guests in/out and process payments.
• Maintain cash drawer and operate front desk equipment.
• Provide courteous, prompt service and resolve guest requests.

Skills

Customer service experience

Cash handling

Communication skills

Attention to detail

Positive attitude

Fast-paced environment

Job description

Guest Services Representative

Join a 2026 USA Today Top Workplace Winner!

Starting at $18.00/hour, experienced candidates may qualify for a higher wage

Flexible availability required

Monday to Friday, Weekends, and Holidays

Morning and Evening shifts

Hotel experience is a plus, but excellent customer service skills are equally valued

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 AC Madison Downtown.

How You’ll Make 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 andempathetically 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 atNCG Hospitality-managed hotels
• Referral and incentive programs to earn additional rewards
• Paid Volunteer Hours, recognition programs, and appreciation events
• 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