Hotel Front Desk Guest Service Representative

Holiday Inn Express•East Providence Township, PA

144d•Onsite

About The Position

We are seeking a friendly, customer‑focused Guest Service Representative to join our hotel team and deliver exceptional hospitality experiences. As the first and last point of contact, you play a vital role in creating positive guest impressions and ensuring every stay is comfortable, efficient, and memorable. In this role, you will manage front desk operations, including guest check‑in and check‑out, reservations, and handling a variety of guest inquiries with professionalism and care. You’ll also help maintain a clean, welcoming, and organized lobby and front desk area that reflects our commitment to quality and service. The ideal candidate is a true “people person” who thrives in a fast‑paced hospitality environment. If you are detail‑oriented, dependable, and passionate about providing outstanding customer service, we would love to have you on our winning team!

Requirements

High School Diploma/GED required
Familiarity with hospitality industry standards
Knowledge of front desk operations and procedures
Proficient in English; knowledge of other languages is a plus
Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
Ability to demonstrate genuine care for customers and employees
Ability to work in a fast-paced environment

Responsibilities

Greet every guest with a smile
Assist guests with the registration process
Answer phone calls and take messages accurately
Anticipate the needs of guests and build rapport
Respond to guest concerns and resolve them appropriately, escalating to management when necessary
Maintain accurate records of registration and payment information
Ensure compliance with health and quality standards