Guest Service Agent / Front Desk / Night Auditor
Guest Service Agent / Front Desk
New hotel, opening Summer 2026!
Hilton Garden
Inn – Kansas City RiversidePosition starting March/April 2026 to assist with opening activities and preparation.
Come be a part of Kansas City’s newest Hilton hotel. A stunning property operated by Scarlett Hotel Group, a premier operator of Hilton hotels.
Support the General Manager and Assistant General Manager in delivering exceptional guest experiences, maintaining Hilton brand standards, and creating a welcoming, service-driven environment from pre-opening through stabilized operations. This role is guest-facing and critical to first impressions and overall guest satisfaction.
The Guest Service Agent is responsible for handling guest check-in and check-out, managing reservations, and providing outstanding service throughout the guest stay, ensuring a seamless experience aligned with Hilton Garden Inn standards.
Key Responsibilities
Operations & Guest Experience- Greet guests warmly and provide efficient check-in and check-out service
- Deliver exceptional guest service in all interactions
- Answer phones, respond to inquiries, and manage reservations
- Maintain cleanliness and organization of the front desk and lobby areas
- Assist guests with requests, directions, and local recommendations
- Handle guest concerns and escalate when necessary to ensure satisfaction
- Assist with front desk setup, supplies, and organization
- Participate in training on Hilton systems, service standards, and procedures
- Support mock check-ins and opening practice scenarios
- Learn hotel layout, room types, and amenities
- Assist with stocking front desk materials and supplies
Financial Awareness
- Accurately process payments, billing, and folios
- Follow all cash handling and credit card procedures
- Support upselling efforts and promote hotel amenities
- Maintain accuracy in reservations and guest profiles
- Follow all Hilton brand standards, policies, and procedures
- Protect guest privacy and ensure data security
- Follow proper ID verification and payment protocols
- Support emergency procedures and hotel safety standards
Team Support
- Work collaboratively with housekeeping, maintenance, and F&B teams
- Communicate clearly to ensure room readiness and guest needs are met
- Assist teammates during busy periods
- Maintain a positive, professional, team-oriented attitude
Work Experience
Experience
- Previous customer service or hospitality experience preferred
- Hotel front desk experience a plus
- Experience in fast-paced or guest-facing environments preferred
- Pre-opening experience preferred but not required
- Strong customer service and communication skills
- Ability to multitask and stay organized in a fast-paced environment
- Problem-solving skills and ability to handle guest concerns
- Basic understanding of reservations and front desk operations
Technical Competencies
- Experience with hotel systems (Hilton PEP or similar PMS preferred)
- Basic computer skills (Microsoft Office, email, systems navigation)
- Ability to manage reservations, billing, and guest profiles accurately
Personal Attributes
- Friendly, professional, and service-oriented
- Strong attention to detail and accuracy
- Reliable with a strong work ethic
- Flexible schedule including mornings, evenings, weekends, and holidays
- Competitive hourly wage
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid Time Off (PTO), Flex Time Off (FTO), and paid holidays
- “Go Hilton” Team Member Travel Program (discounted hotel stays worldwide)
- Professional development and advancement opportunities within Scarlett Hotel Group
- Opportunity to be part of a high-visibility hotel opening
- Employee referral bonus program
Pay: $68,000.00 - $72,000.00 per year
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
