Job Description

Guest Service Representative DoubleTree by Hilton – Downtown South Bend Join the team at the beautifully renovated DoubleTree by Hilton in downtown South Bend, where hospitality meets opportunity. With 293 refreshed guest rooms, modern amenities, and our signature warm DoubleTree cookie, we take pride in creating memorable, welcoming experiences for every guest. We are looking for a guest-focused, energetic individual to join our Front Office team as a Guest Service Representative. Why You’ll Love Working Here Freshly Renovated HotelEnjoy working in a newly updated, modern, and beautiful environment. Onsite Starbucks + Employee DiscountsGrab your favorite drink conveniently—and at a discount. Employee Meal ProgramAffordable, delicious meals served daily during your shift. Hilton Travel BenefitsExplore the world with deeply discounted Hilton Team Member travel rates. Career Growth OpportunitiesWith a large hotel and a strong brand behind you, opportunities for advancement are abundant—grow your skills, grow your career. Incentives & BonusesEarn bonuses for * Positive guest reviews * Guest name mentions * Hilton Honors enrollments (practice and grow your sales skills!) The DoubleTree CultureWarm, welcoming, and built on hospitality—starting with our chocolate chip cookie tradition. Job Duties & Responsibilities Essential Duties * Approach every guest and employee interaction with a friendly, service-driven attitude. * Uphold high standards of personal appearance and grooming; wear proper uniform and nametag. * Maintain regular attendance and adhere to scheduling requirements. * Follow all DoubleTree by Hilton and AFP Management standards, policies, and safety procedures. * Maintain a warm, professional, and welcoming demeanor at all times. * Demonstrate attentiveness, friendliness, and courtesy to guests, managers, and colleagues. * Foster clear communication and teamwork within the Front Office and other hotel departments. * Greet and welcome all guests in accordance with brand service standards. * Operate the PBX console correctly and meet all related service expectations (if applicable). * Answer guest inquiries about hotel services, amenities, and hours of operation promptly. * Log, track, and deliver packages, mail, and messages to guests and meeting rooms. * Review the Front Office Log and Trace File daily. * Assist guests with information about local restaurants, transportation, and entertainment. * Follow all cash-handling and credit policies. * Stay informed of rates, packages, promotions, and in-house groups. * Understand closed-out and restricted dates. * Gather all necessary information when taking reservations; follow rate-quoting procedures. * Understand and use hospitality terminology correctly. * Know all hotel emergency procedures and assist when needed. * Handle check-ins and checkouts in a warm, efficient, and professional manner. * Use proper radio etiquette when communicating with colleagues. * Operate all Front Desk computer systems and software effectively. * Complete all shift checklist tasks in a timely, accurate manner. * Perform bucket checks, room rate verification reports, and housekeeping reports. * Balance and prepare all closing paperwork per hotel standards. * Promote and maintain all hotel promotions and incentives, including Hilton Honors enrollment. Marginal Duties * Maintain a clean and organized work area. * Assist guests with safe deposit boxes. * Attend all required meetings and training sessions. * Perform additional tasks and special projects as assigned by management. What We’re Looking For * A friendly, outgoing, guest-first personality * Strong communication and problem-solving skills * Ability to multitask in a fast-paced environment * Comfort with basic sales skills (promotions, Hilton Honors enrollment) * Ability to work flexible hours, including some weekends and holidays * Hotel experience is a plus, but we’re happy to train the right person Apply Today! If you're ready to join a supportive, dynamic team with real opportunities for growth, we would love to meet you.Come be part of the welcoming culture at DoubleTree by Hilton Downtown South Bend! We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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