About this role
A Guest Service Representative welcomes guests with warmth and genuine hospitality, creating a positive and memorable first impression from arrival through departure. Responsible for efficiently managing the guest registration and check-out processes while delivering personalized, attentive, and professional service that reflects Hilton's commitment to exceptional guest experiences. Serves as a key point of contact for guests throughout their stay, anticipating their needs, responding to inquiries, handling special requests, and proactively resolving concerns to ensure the highest level of guest satisfaction.
Demonstrates extensive knowledge of hotel facilities, services, amenities, and local attractions to provide helpful recommendations and enhance the overall guest experience. Actively promotes Hilton Honors membership, hotel services, special packages, and available amenities while identifying opportunities to upsell rooms, products, and services. Works closely with other hotel departments to ensure seamless communication, efficient operations, and a consistently welcoming environment where every guest feels valued, recognized, and well cared for.
The responsibilities of the Guest Service Representative include:
- Completes the guest registration process by entering and retrieving information in the hotel computer system, verifying guest details, room rates, and occupancy. Assigns rooms based on guest preferences and availability, prepares electronic room keys, and communicates room information discreetly.
- Welcomes guests and provides registration materials, welcome amenities, and information regarding hotel facilities, services, operating hours, events, and special programs.
- Promotes and administers Hilton Honors and other applicable Hilton marketing programs, encouraging guest enrollment and participation.
- Ensures that guest accounts and statements accurately reflect room charges and services provided. Processes check-outs, payments, credit transactions, vouchers, traveler's checks, and other accepted forms of payment in accordance with hotel procedures.
- Greets guests promptly with a friendly and sincere welcome, maintains a professional and positive attitude, and communicates clearly while actively listening and responding to guest needs.
- Receives and coordinates special guest requests, ensuring timely follow-up or referring matters to the appropriate department or team member.
- Answers telephone calls and email inquiries promptly and professionally. Records and communicates guest messages, retrieves incoming correspondence and packages, and ensures special requests are communicated to the appropriate team members.
- Handles guest complaints and service challenges by listening attentively, conducting appropriate research, and identifying effective solutions. Uses sound judgment and discretion to resolve concerns while maintaining guest satisfaction.
- Remains calm, professional, and attentive during emergency situations, high-occupancy periods, and other demanding operational circumstances.
Supportive Functions
- Makes an effort to communicate with guests in their preferred language whenever possible.
- Coordinates with Bell Services to arrange guest escorts and luggage assistance to and from guest rooms, as appropriate.
- Assists guests with safety deposit box requests by following established hotel security procedures.
- Operates office equipment and other front desk systems required to perform daily responsibilities.
- Assists with room changes, payment discrepancies, credit-related concerns, and other guest service matters.
- Performs other related duties and responsibilities as assigned by management.
- Education: Secondary Vocational Education (Educacion Profesional Intermedio) or equivalent required.
- License/Certification: Completion of the Aruba Certification Program required.
- Years of Related Experience: 0–3 years of related experience.
- Technical Skills: Basic proficiency in OnQ, Microsoft Word, and Microsoft Excel.
- Languages: Proficiency in English, Dutch, Spanish, and Papiamento.