Guest Services Representative

The Lodge at Duke Medical Center • Durham, NC

8d • $19 - $19

About The Position

At the heart of exceptional hospitality is a genuine connection with our guests. As a Guest Services Representative, you will play a key role in creating memorable first and last impressions, ensuring each guest experience is seamless, personalized, and reflective of our commitment to excellence. Position Summary The Guest Services Representative is responsible for delivering a high level of service throughout the guest journey - from arrival to departure. This role ensures efficient front desk operations while building meaningful guest relationships and anticipating needs to exceed expectations.

Requirements

• A passion for hospitality and delivering exceptional guest experiences
• Strong communication and interpersonal skills
• Ability to multitask and remain composed in a fast-paced environment
• Attention to detail and commitment to accuracy
• A team-first mindset with a willingness to support others
• 1–2 years of customer service experience required; prior Guest Services or Front Desk experience preferred
• Strong English communication skills, both written and verbal
• Ability to lift up to 30 pounds as needed
• Ability to stand for extended periods of time

Nice To Haves

• prior Guest Services or Front Desk experience preferred

Responsibilities

• Provide a warm and professional welcome, managing guest check-in and check-out processes in accordance with established procedures
• Respond promptly and thoughtfully to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction while keeping leadership informed of escalated matters
• Optimize room revenue and occupancy through effective upselling and yield management strategies
• Review daily arrivals and reservations to identify special requests, VIPs, and preferences; coordinate and execute amenities and personalized touches accordingly
• Maintain up-to-date knowledge of room types, rates, packages, promotions, and property offerings
• Serve as a knowledgeable resource on hotel amenities, services, and local attractions
• Accurately handle cash, billing, and financial transactions in compliance with accounting standards
• Complete all required reports and documentation with accuracy and attention to detail
• Collaborate with all team members to ensure seamless operations

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Short-Term Disability, Long-Term Disability, Life Insurance, Critical Illness & Accident Coverage
• 401(k) with Employer Match (eligible after 6 months)
• 8 Paid Holidays
• Paid Time Off (PTO)
• Free Parking
• Employee Assistance Program (EAP)
• Family & Friends Hotel Discounts
• Growth and Development Opportunities within a premier hospitality environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed