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. Responsible for total front office operations, acting as Manager on Duty as needed, responding immediately to guest requests, and maintaining thorough communication with management staff.

Character traits of honesty and trustworthiness are essential due to access to guestrooms and property. 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/amenities of the hotel to drive repeat business and future reservations.
• Be aware of 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, dining area, and market area (e.g., dusting, vacuuming, cleaning tables).
• 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 (e.g., Service Recovery Log).
• Follow approved laundry procedures, including operating washers/dryers and folding linen according to standards.
• Perform other duties as assigned, including assisting in departments such as laundry, housekeeping, or food and beverage.

Requirements

• High school diploma or equivalent.
• Experience in service, sales, telesales, or guest relations preferred.
• 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, hear, and communicate effectively with guests and associates.

Skills & Knowledge

• Knowledge:
  • Entire property, staff, services, hours of operation, room types, locations, rates, and discounts.
  • Frequent Stay Program and reservations procedures, including cancellations and "walking" guests.
  • Phone etiquette and answering procedures.
  • Local shopping, dining, entertainment, and travel directions to assist guests.
  • Daily hotel operations, including events, bulletin boards, and procedural updates.
  • Manager on Duty functions when necessary or as scheduled.
• Skills:
  • Computer literacy to operate the property management system (PMS).
  • Proficiency in written and verbal English.
  • Problem-solving and conflict resolution.
• Abilities:
  • Multitask while maintaining a guest- and associate-centric focus.
  • Communicate effectively with guests, co-workers, and management via phone, written messages, and log books.
  • Assist with guest issues professionally while maintaining a hospitable attitude.

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, professional image.
• May be required to work any day/shift, including weekends.

Career Advancement

Possible advancement opportunities include:

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