Guest Services Representative

Department: Guest Services • Reports to: Guest Services Manager • Level: Hourly

About the role

Responsible for ensuring 100% satisfaction from the moment a guest arrives at the hotel until they check out. Serve as the main point of contact for all guest requests and needs, pursuing each issue to resolution. The agent must exhibit courteous hospitality at all times and be proactive in every area.

Responsibilities

• Respond quickly to requests from guests, supervisors, or management in a timely, friendly, and efficient manner and follow up to ensure guest satisfaction.
• Possess knowledge of reservation and billing systems; maintain and control room inventory and availability; know hotel products, rates, special programs, and emergency procedures.
• Handle departmental accounting of monies, receipts, guest accounts, and other forms of credit; post all charges; complete cashier’s report, prepare deposit, and count cashier bank; follow hotel’s credit policies.
• Be knowledgeable about all hotel facilities and the local area.
• Optimize revenue through check-in, check-out, and attentive coordination of hotel services for the guest.
• Maintain supplies neat and organized to department standards.
• Log and maintain security of equipment, keys, Lost and Found items, and supplies issued each day.
• Provide a professional image at all times through appearance and dress.
• Follow and enforce company policies and procedures.
• Perform other duties as assigned by supervisor or management.

Requirements

• Able to work independently, prioritize, and multi-task.
• Type 30–35 wpm.
• Stand, walk, and bend throughout shift; able to lift, carry, and push up to 75 lbs.
• Excellent customer service, verbal, and written skills.
• Demonstrate problem-solving skills and project a positive attitude over the telephone.
• Work all shifts, including weekends and holidays; schedule flexibility is necessary.
• Valid driver’s license.
• Previous customer service experience.

Benefits

• Flexible schedule
• Paid time off
• Employee discounts
• Free uniforms