Guest Service Representative

About the Role

The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role supports the smooth operation of the front office and guest services department, ensuring seamless check-in/check-out experiences, accurate billing, and responsive assistance.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room key and escort instructions to Bell Attendant or directly to guest as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Keep records of room availability and guests’ accounts.
• Make, confirm, and cancel reservations for guests.
• Compute bill, collect payment, and make change for guests.
• Post charges such as room, food, liquor, or telephone by hand or machine.
• Understand and enforce the hotel company credit policies.
• Account for all cash and make deposits in accordance with hotel and company policies.
• Take the initiative to greet guests in a friendly and warm manner.
• If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
• Make restaurant, transportation, or entertainment reservations for guests.
• Deposit guests’ valuables in hotel safe or safe-deposit box.
• Order complimentary flowers or champagne for special guests.
• Other duties as assigned.

Requirements

• At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting.
• Prior experience working with guests, handling payments, or managing reservations preferred.
• Familiarity with hotel procedures, property management systems, and guest service best practices is an asset.
• High school diploma or equivalent required.
• Additional training or coursework in hospitality, business, or customer service is a plus.
• Successful completion of a background check is required prior to employment.

Skills

• Exceptional communication and interpersonal skills.
• Strong attention to detail and accuracy in guest transactions.
• Ability to multitask in a fast-paced environment.
• Customer-first mindset with a friendly, welcoming demeanor.
• Sound judgment and discretion in handling guest needs and sensitive information.

Benefits

• Medical, dental, and vision (HSA available).
• Company-paid disability & life insurance.
• Employee Assistance Program.
• Supplemental benefits.
• 401(k) with match.
• Employee discounts.
• Paid vacation & sick time.

Pay

This is an hourly position at $17 an hour.