Guest Service Representative (Evening Shift: 3:00 PM–11:00 PM)

About the role

As a Guest Service Representative, you create a welcoming and efficient experience for every guest—whether they arrive weary from travel or excited for a vacation. Your warm welcome, attention to detail, and genuine care for their stay help build lasting customer relationships.

Responsibilities

• Organize, confirm, and process guest check-ins and check-outs, adapting to any changes and verifying guest identity.
• Respond to and resolve guest requests promptly and courteously.
• Secure payments, verify and adjust billing as needed, and provide guests with room and hotel information, directions, amenities, and local interests.
• Run daily reports to communicate essential details to the next shift’s staff.
• Complete cashier and closing reports, securely counting the bank at the end of each shift.
• Accept and record wake-up calls, delivering them to the appropriate department.
• Maintain confidentiality of all guests and proprietary information.
• Communicate emergencies, lost items, or thefts to proper staff and/or authorities.
• Report maintenance problems, accidents, and safety hazards.
• Maintain contingency lists for emergencies and relay necessary messages.
• Protect company assets and comply with all quality assurance expectations.
• Perform other reasonable job duties as requested by supervisors.

Requirements

• Stand for long periods, sometimes entire shifts.
• Read and visually verify information in various formats, including small print.
• Grasp, turn, and manipulate objects of varying sizes and weights, requiring fine motor skills and hand-eye coordination.
• Move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance.

Qualifications

• A professional demeanor, warm and welcoming personality, and ability to engage easily with others.
• Genuine care and compassion, with a visible desire to understand others.
• Ability to build confidence and trust while communicating the right message at the right time.
• Comfort conversing with individuals from diverse backgrounds and at all organizational levels.
• Direct yet tactful communication, considering the audience.
• Clear and professional language, with appropriate telephone etiquette.
• Maintain awareness of undesirable persons on the premises.
• Clean and professional appearance.

Benefits

• Incentives
• Employee Referral Program
• Paid Time Off and Paid Vacation (Full-Time)
• Merit Increases
• 401k with Employer Contribution (Full-Time)
• Medical, Dental, and Vision Insurance (Full-Time)
• Life Insurance (Full-Time)
• Long-term and Short-term Disability (Full-Time)
• Accident and Critical Illness Insurance (Full-Time)
• Cross-training Opportunities
• Hotel Room Discounts

Schedule

Evening shifts available: 3:00 PM – 11:00 PM, including weekdays and weekends.