Guest Services Representative

Department: Rooms | Non-Exempt

About the role

The Guest Services Representative is responsible for providing exceptional customer service to hotel guests, ensuring a memorable experience. This role involves checking guests in and out, handling reservations, and addressing guest inquiries and needs.

Responsibilities

• Greet guests upon arrival, check them in, and provide information about the hotel’s services and amenities.
• Handle guest check-outs, ensuring accurate billing and payment processing.
• Answer and manage incoming calls, responding to guest inquiries, and providing solutions to guest issues.
• Make, modify, and cancel guest reservations as needed.
• Provide concierge services, such as recommending local attractions, restaurants, and activities.
• Maintain a tidy and organized front desk area.
• Assist with luggage handling and other guest services as required.
• Uphold the hotel’s standards of quality and hospitality at all times.

Qualifications

• High school diploma or equivalent required; some college or hospitality training preferred.
• Previous experience in customer service, hospitality, or related field preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills; experience with hotel reservation software is a plus.
• Must be able to work flexible hours, including evenings, weekends, and holidays.

Work Environment

• Operates in a professional hotel environment.
• Routinely uses standard office equipment such as computers, phones, and photocopiers.
• The noise level in the work environment is usually moderate.

Physical Requirements

• Ability to stand, walk, and remain on feet for extended periods.
• Ability to lift and carry up to 5 pounds occasionally (consider adjustments based on specific needs).
• Visual and auditory ability to interact with guests, answer phones, and perform job duties safely.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.