Guest Service Representative

About the Role

Provides excellent guest service in an efficient, courteous, and professional manner while adhering to guidelines and procedures. Executes selling strategies to enhance hotel revenue and is responsible for total front office operations. Acts as Manager on Duty as needed, responds immediately to guest requests, and maintains thorough communication with management staff.

Character traits of honesty and trustworthiness are essential, and potential associates must pass appropriate security clearances.

Responsibilities

• Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special requests when possible.
• Promote and sell services and amenities of the hotel to drive repeat business and future reservations.
• Promote repeat business by offering to take future reservations and providing recommendations for alternate same-brand products.
• Identify potential sales leads through guest interaction and report information to the appropriate individual.
• Keep housekeeping and other departments informed of special requests, late check-outs, and special needs.
• Check all credit cards for validity before the end of the shift.
• Learn and utilize the Property Management System (PMS) to post charges, compute bills, collect payment, and make change.
• Ensure all cash, check, and miscellaneous departments are in balance at the end of the shift.
• Assist in other areas such as Food & Beverage, cleanliness of property, and guest satisfaction initiatives.
• Maintain a clean and professional lobby and dining area (dusting, vacuuming, cleaning tables, etc.).
• Have a thorough working knowledge of emergency procedures and practice safety standards at all times.
• Report or correct any hazardous conditions immediately and maintain communication logs (Service Recovery Log, etc.).
• Maintain stock and cleanliness in the market area.
• Follow approved laundry procedures, including operating washers/dryers and folding linen according to standards.
• Perform other duties as assigned, including assisting in laundry, housekeeping, or food and beverage departments.

Requirements

• High school diploma or equivalent.
• Experience in service, sales, telesales, or guest relations preferred.
• Knowledge of the entire property, staff, services, hours of operation, room types, rates, and discounts.
• Familiarity with the Frequent Stay Program and reservations procedures, including cancellations and "walking" guests.
• Proficiency in phone etiquette, answering procedures, and providing area directions for shopping, dining, and entertainment.
• Awareness of daily hotel operations, events, and procedural updates.

Skills

• Computer literacy to operate the property management system (posting charges, computing bills, processing payments).
• Proficient in written and verbal English.
• Strong problem-solving and conflict resolution skills.
• Ability to multitask while maintaining a guest-service-centric attitude.
• Effective communication with guests, co-workers, and management via phone, written messages, and logbooks.

Qualifications

• Ability to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Ability to push or pull 60 pounds unassisted and lift/carry 30 pounds unassisted.
• Ability to stand for eight hours, bend, stretch, and reach.
• Ability to see and hear, and communicate effectively with guests and associates.

Working Conditions

• Physical presence at the hotel is required; remote work is not an option.
• Standing and walking for long periods while maintaining a friendly and professional image.
• May be required to work any day or shift, including weekends.

Career Advancement Opportunities

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor