Hotel Front Desk Guest Services - TownePlace Suites Springfield

O'Reilly Hospitality Management • Springfield, MO

3d • Onsite

About The Position

O’Reilly Hospitality Management, LLC is hiring a Hotel Front Desk and Guest Service Representative at TownePlace Suites by Marriott in Springfield, Missouri. The role provides a welcoming, professional guest experience while managing front desk operations, reservations, guest records, payments, and communication with hotel departments. The representative protects guest privacy and security, handles concerns with empathy, and follows hotel and company policies and brand standards.

The position requires flexibility to work mornings, evenings, weekends, and holidays. Overnight shifts and Night Audit duties may be assigned, including working independently and completing financial reconciliation and reporting. Reliable attendance and compliance with uniform, grooming, and appearance standards are essential.

Work is primarily at an indoor hotel front desk in a fast-paced environment with frequent guest and team interactions, multitasking, interruptions, and occasional challenging situations. The role may involve walking throughout the property and extended periods of sitting or standing, as well as routine bending and reaching.

Requirements

• Strong guest service, interpersonal, and communication skills, with a friendly and professional demeanor.
• Ability to create positive guest experiences and resolve questions, concerns, and complaints effectively.
• Attention to detail and accuracy when handling guest information, reservations, payments, and financial transactions.
• Ability to prioritize and manage multiple tasks in a fast-paced hotel environment.
• Basic mathematical and cash-handling skills.
• Ability to operate computers, hotel property management systems, POS systems, telephone/switchboard, and other front desk equipment.
• Ability to maintain confidentiality and protect guest privacy and security.
• Ability to work independently, exercise sound judgment, and remain calm under pressure.
• Ability to work effectively as part of a team and communicate information between departments.
• Reliability, professionalism, flexibility, and commitment to guest service.
• Availability for a flexible schedule, including mornings, evenings, weekends, holidays, and potentially overnight shifts.
• Ability to work independently during overnight shifts when assigned to Night Audit.
• Regular and reliable attendance, punctuality, and compliance with uniform, grooming, and appearance standards.
• Ability to successfully complete required hotel and company training.

Nice To Haves

• High school diploma or GED is preferred.
• Previous hotel, hospitality, customer service, or front desk experience is preferred but not required.
• Previous Night Audit or accounting experience is a plus.

Responsibilities

• Welcome and acknowledge guests promptly in a friendly, professional, and genuine manner.
• Complete guest check-in and check-out efficiently and accurately, assigning rooms according to availability and guest preferences.
• Provide room keys and relevant information while protecting guest privacy and security.
• Respond to guest questions and requests and resolve concerns or complaints, escalating complex matters to management when necessary.
• Maintain accurate and current guest records in the hotel system.
• Process guest payments, calculate and finalize folios, provide change, and post room and market charges accurately.
• Process, confirm, modify, and cancel reservations.
• Share information about hotel amenities, local attractions, dining, transportation, and entertainment, and assist with related reservations when requested.
• Safeguard guest valuables and follow hotel credit, payment, and cash-handling procedures.
• Maintain accurate cash balances and complete deposits according to company policies.
• Use telephone, switchboard, and other communication systems to receive and relay information.
• Coordinate between guests and hotel departments to support timely resolution of requests and concerns.
• Protect confidential information and follow applicable safety and security procedures.
• Maintain professional appearance and comply with uniform, grooming, attendance, brand, and company standards.
• Contribute to a welcoming environment and uphold world-class guest service in interactions with guests and team members.
• Support and participate in O’Reach, OHX Experience, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety initiatives.
• Learn and perform Night Audit duties when assigned, including financial reconciliation and reporting.

Benefits

• 401(k) and Roth 401(k) with company match; full-time and part-time team members are eligible.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Paid time off.
• Paid parental leave.
• Growth potential and career advancement.
• Hotel and restaurant travel perks and discounts.
• Earned wage access through DailyPay beginning on day one.

What This Job Offers

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