Guest Services Representative

Hotel Equities Group, LLC•Phoenix, AZ

About The Position

The Guest Services Representative is a front office position responsible for delivering welcoming, efficient, and professional service throughout guests’ arrival, stay, and departure. 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 works with guests and hotel departments to maintain a positive experience and an organized front desk environment. It requires professionalism, reliability, attention to detail, a service-first mindset, and the ability to manage multiple priorities and guest concerns.

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 weighing 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.
Process arrivals, departures, reservations, payments, and guest requests accurately.
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.