Guest Service Representative

About the Role

The guest service representative maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of the guest experience such as check-in, check-out, and problem resolution.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide information about the hotel's amenities, services, and local attractions.
• Respond promptly to guest inquiries via phone, email, or in person.
• Handle reservations, cancellations, and modifications accurately and efficiently.
• Process payments and maintain accurate records of guest transactions.
• Address guest concerns and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to fulfill guest requests and preferences.
• Maintain a clean and organized front desk area.
• Assist with luggage handling and transportation arrangements as needed.
• Uphold company policies and procedures to ensure the safety and security of guests and their belongings.
• Collaborate with the housekeeping team to ensure rooms are ready for guest occupancy.
• Provide exceptional customer service to enhance the overall guest experience.
• Keep abreast of developments in the hospitality industry and participate in training programs as required.

Requirements

• Prior customer service experience is preferred.
• High school diploma and/or equivalent work experience preferred, but not required.

Skills

• Provide high-level customer service.
• Communicate effectively with guests and team members.
• Follow instructions and learn quickly.
• Pay attention to detail and maintain composure under pressure.
• Demonstrate strong phone skills.

Physical Demands

This is a physically demanding job that requires extended periods of walking and standing with some bending and lifting. Reasonable accommodations may be made to enable eligible employees to perform the essential functions.

Pay

$20.00 per hour.

Benefits

• Health Coverage: Up to 80% contribution toward individual health plans, affordable dental and vision insurance, FSA and HSA options.
• Retirement: 401K plan with discretionary yearly match.
• Insurance: Paid group term life insurance for select positions, 50% shared cost short-term disability, option to purchase additional employee-paid life insurance.
• Time Off: Robust PTO plan and 7 paid holidays.
• Financial Flexibility: Earned wage access program for quick access to paychecks.
• Support Programs: Employee Assistance Program (EAP), sober support network, recovery-friendly workplace.
• Perks: Exclusive hotel travel discounts. Additional benefits may be available based on property-specific locations.