Guest Service Representative
CAPTION BY HYATT CHATTANOOGA•Chattanooga, TN
•Onsite
About The Position
Guest Service Representatives work at the Front Desk and are responsible for managing front-desk activities, responding to guest needs, processing reservations and payments, and using effective selling strategies to support hotel revenue. This position may also serve as Manager on Duty when assigned. The role involves creating a welcoming and memorable experience for every guest.
Requirements
- Strong communication, problem-solving, conflict-resolution, and computer skills.
- Dependable, trustworthy, detail-oriented, and able to manage multiple priorities professionally.
- With or without reasonable accommodation, the associate must be able to stand and walk for extended periods; bend, stretch, and reach; lift or carry up to 30 pounds; and push or pull up to 60 pounds.
Nice To Haves
- Previous customer service, sales, reservations, or guest-relations experience preferred.
- High school diploma or equivalent preferred.
Responsibilities
- Welcome, register, and check out guests while protecting confidential information and accommodating requests when possible.
- Manage reservations, room assignments, cancellations, special requests, and guest loyalty-program participation.
- Answer telephone calls and provide accurate information about hotel services, rates, amenities, and the surrounding area.
- Operate the property-management system to post charges, prepare bills, collect payments, and balance transactions.
- Verify payment methods and complete cash, check, credit-card, and departmental reconciliation at the end of each shift.
- Promote hotel services, amenities, future reservations, and available room options.
- Identify potential sales opportunities and share leads with the appropriate team member.
- Resolve guest concerns professionally and document service-recovery efforts.
- Communicate special requests, late checkouts, maintenance needs, and other important information across departments and shifts.
- Maintain a clean, organized lobby, market, dining, and front-desk area.
- Follow all guest-privacy, safety, security, cash-handling, and emergency procedures.
- Assist housekeeping, laundry, food and beverage, or other departments when operational needs require.
Benefits
- Quarterly bonus program
- Paid time off (PTO and holidays)
- 401k with Employer Match
- Option to be paid daily with DailyPay
- Competitive wages
- Hotel discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
