The posting
Position Overview
The Guest Service Representative is the welcoming first point of contact for guests at Home2 Suites by Hilton Gulf Breeze. This position supports a friendly, efficient, and comfortable stay for short-term and extended-stay travelers through accurate reservations, check-ins and check-outs, responsive guest service, and close coordination with the hotel team. The ideal candidate is dependable, detail-oriented, and comfortable balancing guest needs with front desk and administrative responsibilities.
Key Responsibilities
- Welcome guests, verify reservation details and identification, complete check-ins and check-outs, issue keys, and explain hotel amenities and services.
- Process reservations, changes, cancellations, room assignments, and special requests accurately using the hotel’s property management system, including Hilton PEP as applicable.
- Handle payment authorizations, folio charges, refunds or adjustments within authorized procedures; protect guest and payment information.
- Recognize Hilton Honors members and provide benefits and service consistent with current brand standards and hotel procedures.
- Answer telephone calls, emails, and guest inquiries promptly; offer helpful directions and recommendations for Gulf Breeze, Pensacola, and nearby attractions.
- Assist with guest concerns professionally, document issues, follow up when appropriate, and escalate matters to management when necessary.
- Coordinate with housekeeping and maintenance on room readiness, guest requests, service needs, and out-of-order rooms.
- Explain relevant hotel policies, including check-in/check-out times, pet accommodations, and other property procedures, clearly and consistently.
- Maintain a neat, organized, and guest-ready lobby and front desk; assist with small retail or pantry purchases and related inventory tasks as assigned.
- Complete shift checklists, maintain accurate guest and transaction records, reconcile assigned cash or payment activity, and provide thorough shift handovers.
- Perform night-audit duties and related reports when scheduled and appropriately trained.
- Follow emergency, safety, security, privacy, and accessibility procedures; promptly report hazards or suspicious activity.
- Work cooperatively with breakfast, housekeeping, maintenance, and management teams to support a smooth guest experience.
Qualifications & Skills
- High school diploma or equivalent required; additional education is a plus.
- Prior hotel, hospitality, retail, or customer service experience preferred but not required; training may be provided.
- Hotel property management system experience, particularly Hilton systems, is a plus.
- Strong communication, hospitality, conflict-resolution, and problem-solving skills.
- Comfort using computers, email, office equipment, and payment systems with accuracy and discretion.
- Ability to multitask, remain calm under pressure, work independently during assigned shifts, and collaborate with teammates.
Schedule & Physical Requirements
- Full-time position with flexibility to work mornings, evenings, weekends, and holidays; overnight shifts may be required based on scheduling and training.
- Ability to stand and walk for extended periods and occasionally lift or carry items up to 25 pounds, with reasonable accommodations where applicable.
- Work is primarily indoors at the front desk, with occasional assistance elsewhere on hotel property.
Work Environment & Expectations
This is a guest-facing role in a fast-paced hotel environment. Team members are expected to maintain a professional appearance and courteous attitude, follow established Hilton brand standards and property procedures, arrive on time for scheduled shifts, and safeguard confidential guest information. Duties may evolve based on operational needs.
Home2 Suites by Hilton Gulf Breeze is committed to fair employment practices and providing reasonable accommodations in accordance with applicable law.
