Guest Services Representative

Hotel Equities Group, LLC•Ypsilanti, MI

11d

About The Position

Hotel Equities is seeking a friendly, service-oriented Guest Services Representative to support hotel operations and create positive experiences for guests and associates. The Front Office position delivers welcoming, efficient, and professional service throughout guest arrival, stay, and departure. It assists guests with requests, reservations, payments, information, and service recovery while supporting smooth daily hotel operations. The role is suited to a warm, organized, detail-oriented professional with a service-first mindset who can remain composed while solving problems and managing multiple priorities. Candidates should be comfortable working flexible hours, including nights, weekends, and holidays as needed. The position involves standing and walking for extended periods, moving throughout the front office, and using computers, phones, tablets, and standard office equipment for extended periods.

Requirements

High school diploma or equivalent preferred.
Previous hotel, front desk, customer service, or related experience preferred.
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

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.