Guest Service Representative

Hotel Ursa • Orono, ME

8h • Onsite

About The Position

At Olympia Hospitality, we create a fun, supportive environment where growth never stops, and success is celebrated together. Guided by our values of continuous improvement, accountability, concern for others, and trust, we foster a culture of collaboration and integrity. 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 guest experience such as check-in, check-out, and problem resolution.

Requirements

• Provide high-level customer service
• Communicate effectively with guests and team members
• Follow instructions
• Ability to learn quickly
• Pay attention to detail
• Maintain composure when working under pressure
• Demonstrates very good phone skills

Nice To Haves

• Prior customer service experience is preferred
• High school diploma and/or equivalent work experience preferred

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.

Benefits

• Health Coverage: We contribute up to 80% toward individual health plans
• Affordable dental and vision insurance
• FSA and HSA options
• 401K plan and discretionary yearly match
• Paid group term life insurance for select positions
• 50% shared cost short-term disability
• Option to purchase additional employee paid life insurance
• Robust PTO plan
• 7 paid holidays
• Earned wage access program
• Employee Assistance Program (EAP)
• Sober support network
• Commitment to being a recovery-friendly workplace
• Exclusive hotel travel discounts

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed