Guest Service Representative

About the role

The Guest Service Representative plays a crucial role in the front office and guest services department, directly impacting guest satisfaction and the hotel’s reputation for service excellence.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room keys and provide instructions to Bell Attendants or guests directly.
• Answer inquiries about hotel services, registration, and assist with guest needs.
• Keep records of room availability and guests' accounts.
• Make, confirm, and cancel reservations for guests.
• Compute bills, collect payments, and make change for guests.
• Post charges related to room, food, liquor, or telephone expenses.
• Understand and enforce hotel company credit policies.
• Account for all cash and make deposits according to hotel and company policies.
• Greet guests in a friendly and warm manner.
• If leading a team, take responsibility for assigned employees, assign work, and ensure proper performance.
• Make restaurant, transportation, or entertainment reservations for guests.
• Deposit guests' valuables in the hotel safe or safe-deposit box.
• Order complimentary flowers or champagne for special guests.

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.

Qualifications

• A high school diploma or equivalent.
• Additional training or coursework in hospitality, business, or customer service is a plus.