Guest Services Representative

2 weeks ago

Rock Hill, South Carolina, United States Hilton Garden Inn Rock Hill Full time
Hilton Garden Inn Rock Hill

Overview: The Guest Services Representative is responsible for providing a warm welcome to guests, managing inquiries, and overseeing check-in/check-out processes and room bookings.

Key Benefits: We offer comprehensive Medical/Dental/Vision insurance, a competitive Paid Time Off (PTO) policy, performance-based rewards, daily pay options, an incentive program for Employee Referrals, and the opportunity to thrive in a supportive environment that values and promotes talent from within.

Founded in 1988, our company has transformed from a family-owned business into a fully integrated development, management, and investment firm, specializing in both renowned hotel brands and boutique accommodations. We pride ourselves on maintaining a family-like atmosphere that nurtures relationships with our employees, partners, and the communities we serve.

Main Duties:
  • Provide prompt, courteous, and professional assistance to guests at all times.
  • Uphold a high standard of service and hospitality.
  • Address guest inquiries and concerns efficiently to ensure complete satisfaction.
  • Process guest charges, manage payments, and adhere to cash handling procedures.
  • Handle guest mail and messages with respect for privacy and professionalism.
  • Be knowledgeable about the hotel brand and various programs (travel initiatives, special offers).
  • Communicate effectively with different departments and management regarding guest feedback and issues.
  • Manage incoming calls, lobby visitors, and team members needing front desk assistance promptly.
  • Demonstrate thorough knowledge of hotel safety and emergency protocols.
Qualifications:
  • High school diploma, GED, or equivalent.
  • Experience in customer service, front-facing roles, or guest-focused positions.
  • Proficiency in Microsoft Office or similar software.
  • Previous experience in hospitality as a front desk agent, hotel receptionist, or in guest services is preferred.
  • Familiarity with specific property or brand systems such as PMS, Quore, PBX, and other hotel-related platforms is advantageous.
  • Fluency in English is required.
  • Excellent written and verbal communication skills are essential.
  • Strong problem-solving skills, critical thinking, multitasking abilities, and the capacity to interact with individuals under pressure.
Commitment to Diversity:

We are committed to fostering a diverse and inclusive workplace as an equal opportunity employer. Discrimination or harassment based on race, color, gender, religion, sexual orientation, nationality, disability, genetic data, pregnancy, or any other protected characteristic as defined by federal, state, or local laws is strictly prohibited.

This summary outlines key responsibilities and qualifications. The list is not exhaustive and may not cover all current or future duties or skills required. Reasonable accommodations can be made to assist individuals with disabilities in performing essential functions.

Pre-employment checks will be conducted.

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