Guest Service Agent / Front Desk / Night Auditor

Guest Service Agent / Front Desk

New hotel, opening Summer 2026!

Hilton Garden

Inn – Kansas City Riverside

Position 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
Pre-Opening Support
  • 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
Safety & Compliance
  • 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
Skills & Competencies
  • 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
Benefits & Perks
  • 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
Job Type: Full-time

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
People with a criminal record are encouraged to apply

Work Location: In person

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