Guest Service Representative

What's in it for you…

✔ Pay: $16–$17 per hour
✔ Schedule: Full-time, 3:00 PM – 11:00 PM shift
✔ Insurance enrollment available from DAY 1
✔ Paid time off available from DAY 1
✔ Holiday pay available from DAY 1
✔ 401(k) enrollment after 30 days
✔ Hotel and travel discounts at worldwide destinations
✔ Professional development and promotion opportunities

About this job...

Guest Service Representatives are often the first in-person contact for hotel guests and support both the realized and unrealized needs of guests throughout the hospitality experience.

In this hybrid Guest Service Representative / Shuttle Driver role, you will serve as both:

• The face of the hotel at the front desk
• A key ambassador while transporting guests to and from the property

Serving as a brand liaison, this role requires someone who is engaging, attentive, service-oriented, and able to think on their feet. Whether at the desk or on the road, your goal is to deliver and exceed guest expectations, execute brand standards, resolve challenges, and maintain strong communication with guests, peers, and leadership.

What you'll be doing...Front Desk / Guest Service Responsibilities

• Welcome arriving guests and complete the check-in experience with accuracy and professionalism
• Build rapport through purposeful communication to uncover guest expectations and needs
• Respond to guest inquiries via phone and electronic communication in alignment with brand standards
• Promote Hilton brand loyalty programs, upgrades, and special offers
• Communicate effectively with all hotel departments to ensure seamless service delivery
• Listen, empathize, and resolve guest concerns in a timely and professional manner
• Maintain a polished and professional front desk presence at all times
• Understand and communicate hotel emergency procedures
• Utilize communication logs and tools to share key operational updates
• Maintain accuracy and security of house bank (if applicable)

Shuttle Driver Responsibilities

• Safely transport guests to/from the airport and approved local destinations
• Provide a welcoming and professional experience during every interaction
• Assist guests with luggage during pick-up and drop-off
• Stay informed on daily shuttle schedule and group movements
• Perform vehicle inspections to ensure safety, cleanliness, and readiness
• Maintain fuel levels and report maintenance needs promptly
• Follow all traffic laws and company safety standards
• Communicate delays or issues to the front desk in real time
• Represent the hotel with professionalism while off property

Requirements...Experience & Education

• 2+ years of customer service experience (hospitality preferred)
• High School diploma or equivalent required
• Valid driver’s license with a clean driving record required

Communication

• Strong verbal and written communication skills
• Ability to effectively interact with guests and team members

Physical Requirements

• Ability to stand and walk for extended periods (8+ hour shifts)
• Ability to safely operate a passenger shuttle van
• Lift and carry up to 50 lbs (luggage assistance)

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. Our strategic vision is to create value for all through excellence and an openness to doing things differently.

We are committed to building a high-performing, diverse, and inclusive workplace where employees are respected, supported, and empowered to grow.

Equal Opportunity Employer