Guest Services Representative
About The Position
The Guest Services Representative is a front office position responsible for delivering welcoming, efficient, and professional service throughout the guest arrival, stay, and departure experience. The role assists guests with requests, reservations, payments, information, and service recovery while supporting smooth daily hotel operations and helping the team meet operational and business goals. The position calls for a friendly, organized, service-oriented professional who can communicate effectively, handle multiple priorities, and remain composed when addressing guest concerns. Work hours may be flexible and can include nights, weekends, and holidays as needed.
Requirements
- Strong verbal and written communication skills.
- Basic computer and cash-handling skills.
- Ability to remain professional and composed while resolving guest concerns.
- Ability to work flexible hours, including nights, weekends, and holidays, as needed.
- Ability to stand and walk for extended periods and move throughout the front office area.
- Ability to sit, bend, reach, and lift as needed to complete job duties.
- Ability to occasionally lift and carry supplies or equipment up to 25 pounds.
- Ability to use computers, phones, tablets, and standard office equipment for extended periods.
Nice To Haves
- High school diploma or equivalent.
- Previous hotel, front desk, customer service, or related experience.
- Experience with Property Management Systems (PMS).
- Experience with Point-of-Sale (POS) systems.
- Experience with Microsoft Office Suite.
- Experience with hotel guest-service and communication platforms.
Responsibilities
- Welcome guests and provide friendly, professional service throughout their stay.
- Accurately process arrivals, departures, reservations, payments, and guest requests.
- Respond promptly to questions, concerns, and special requests.
- Resolve routine guest issues and escalate concerns to management when appropriate.
- Maintain accurate guest information, records, and shift documentation.
- Communicate effectively with housekeeping, maintenance, sales, and other hotel departments.
- Promote hotel services, amenities, and relevant guest opportunities.
- Follow cash-handling, security, privacy, and hotel operating procedures.
- Monitor the lobby and front desk area to maintain a welcoming and organized environment.
- Complete assigned shift responsibilities and maintain effective communication during handoffs.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision insurance
- Paid vacation, sick time where required by state law, and holidays
- 401(k) retirement plan
- Employee Assistance Program
- Career growth opportunities and leadership development programs
- Reduced hotel rates throughout the portfolio
- Employee referral program
- Life insurance
- Flexible Spending Account (FSA)
- Third-party discounts on shopping, travel, entertainment, and more
- Short-term and long-term disability insurance
- Supplemental life insurance
- 401(k) eligibility after six months of employment, with up to a 5% company match
- Vacation time of 80 hours during the first three years of service
- Sick time accrued at one hour per 30 hours worked
- Paid holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day
- Manager Training Program
- Cell phone allowance
- Access to the Talent team for career support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
