Hotel Guest Service Representative

AZ- Tru•Glendale, AZ

18h

About The Position

The Guest Services Representative provides courteous, prompt service to hotel guests by answering property phones, making reservations, checking guests in and out, and interacting with guests in a friendly, professional manner to create a memorable, personalized experience. The role uses the property management system to manage reservations and guest check-in and checkout, process payments, maintain a cash drawer, and operate office equipment. The representative provides a high level of service by anticipating guest needs, listening attentively, and responding promptly to requests and complaints. The role also involves resolving guest issues empathetically, sometimes using creative solutions, and applying sales techniques to promote the property and maximize occupancy and revenue.

Requirements

Customer service experience.
Accurate cash handling experience.
Strong oral and written communication and interpersonal skills.
Strong attention to detail, organization, and follow-up abilities.
Positive, outgoing, and friendly attitude.
Ability to work effectively and efficiently in a fast-paced setting.
Ability to work a combination of 6 a.m.–2 p.m. and 2 p.m.–10 p.m. shifts, 4 to 5 days per week, including weekends.

Nice To Haves

Previous hotel experience is strongly preferred.

Responsibilities

Answer the property’s phones and make reservations.
Check guests in and out and interact with them in a friendly, professional manner.
Use the property management system to manage reservations and guest check-in and checkout.
Process payments, maintain a cash drawer, and operate office equipment.
Anticipate, listen to, and respond promptly to guest requests and complaints.
Resolve guest issues empathetically, including by developing creative solutions when needed.
Use sales techniques to promote the property and maximize occupancy and revenue.

Benefits

Personalized career development and advancement opportunities.
Leadership training, mentorship, and educational assistance.
Opportunities to grow across 35 hotels and the Corporate Office.
Worldwide hotel discounts and complimentary stays at NCG Hospitality-managed hotels.
Referral and incentive programs.
Paid volunteer hours, recognition programs, and appreciation events.
Medical, dental, and vision coverage.
Paid time off and paid sick time.
Employee Assistance Program.
HSA/FSA options, telehealth, and wellness benefits.
Competitive pay with same-day pay options.
401(k) with company match.
Performance bonuses for eligible positions.