DoubleTree by Hilton Hotel Sunrise - Sawgrass Mills
Guest Service Representative
DoubleTree by Hilton Hotel Sunrise - Sawgrass Mills, Florida, New York, United States
4 days ago Be among the first 25 applicants
Description
The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role is in a department that is open 24/7 and supports the smooth operation of the front office and guest services department, ensuring seamless check‑in/check‑out experiences, accurate billing, and responsive assistance. Their day‑to‑day interactions significantly impact the guest experience, internal workflows, and the hotel’s reputation for service excellence. The successful candidate will be able to work both AM and PM shifts, weekends and holidays.
Division
DoubleTree Sunrise
How You’ll Shape The Experience & Future
Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell Attendant or directly to guest as appropriate, without announcing room numbers.
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
Compute bill, collect payment and make change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
Understand and enforce the hotel company credit policies. Account for all cash and make deposits in accordance with hotel and company policies.
Take the initiative to greet guests in a friendly and warm manner.
If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe‑deposit box; may order complimentary flowers or champagne for special guests.
Other duties as assigned.
Key Strengths for Success
Exceptional communication and interpersonal skills
Strong attention to detail and accuracy in guest transactions
Ability to multitask in a fast‑paced environment
Customer‑first mindset with a friendly, welcoming demeanor
Sound judgment and discretion in handling guest needs and sensitive information
Professional Experience
At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting
Prior experience working with guests, handling payments, or managing reservations preferred
Familiarity with hotel procedures, property management systems, and guest service best practices is an asset
Academic Background
High school diploma or equivalent required
Additional training or coursework in hospitality, business, or customer service is a plus
What You Can Expect
Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
Disability Insurance
Life Insurance
Employee Assistance Program
Supplemental benefits
401k matching
Employee discount program
Vacation, Sick Time and Holiday pay
Free daily meal
Position Requirements Successful completion of a background check is required prior to employment. Must be able to work shifts as needed for business demands.
EEO Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Hospitality
#J-18808-Ljbffr
Description
The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role is in a department that is open 24/7 and supports the smooth operation of the front office and guest services department, ensuring seamless check‑in/check‑out experiences, accurate billing, and responsive assistance. Their day‑to‑day interactions significantly impact the guest experience, internal workflows, and the hotel’s reputation for service excellence. The successful candidate will be able to work both AM and PM shifts, weekends and holidays.
Division
DoubleTree Sunrise
How You’ll Shape The Experience & Future
Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell Attendant or directly to guest as appropriate, without announcing room numbers.
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
Compute bill, collect payment and make change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
Understand and enforce the hotel company credit policies. Account for all cash and make deposits in accordance with hotel and company policies.
Take the initiative to greet guests in a friendly and warm manner.
If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe‑deposit box; may order complimentary flowers or champagne for special guests.
Other duties as assigned.
Key Strengths for Success
Exceptional communication and interpersonal skills
Strong attention to detail and accuracy in guest transactions
Ability to multitask in a fast‑paced environment
Customer‑first mindset with a friendly, welcoming demeanor
Sound judgment and discretion in handling guest needs and sensitive information
Professional Experience
At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting
Prior experience working with guests, handling payments, or managing reservations preferred
Familiarity with hotel procedures, property management systems, and guest service best practices is an asset
Academic Background
High school diploma or equivalent required
Additional training or coursework in hospitality, business, or customer service is a plus
What You Can Expect
Generous medical, dental, and vision available first of the month following hire date, includes FSA, HSA, and Dependent Care
Disability Insurance
Life Insurance
Employee Assistance Program
Supplemental benefits
401k matching
Employee discount program
Vacation, Sick Time and Holiday pay
Free daily meal
Position Requirements Successful completion of a background check is required prior to employment. Must be able to work shifts as needed for business demands.
EEO Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate. HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
Industries
Hospitality
#J-18808-Ljbffr