Overview Guest Services Representative -

Job Description Department:

Front Office /

Guest Services Reports To:

Guest Services Manager / General Manager/ Owner Position Summary The Guest Services Representative is responsible for delivering exceptional service to all guests by providing a warm welcome, efficient check-in and check-out, and prompt assistance throughout their stay. This role ensures guest satisfaction by anticipating needs, resolving concerns, and maintaining a professional and friendly environment that reflects the hotel's standards. Key Responsibilities Guest Interaction & Service Greet guests upon arrival with a friendly, professional demeanor. Assist with check-in/check-out procedures, room assignments, and verification of payment. Provide accurate information regarding hotel amenities, services, and local area attractions. Respond promptly to guest inquiries, requests, and complaints, ensuring timely and effective resolution. Maintain knowledge of hotel policies, promotions, and loyalty programs to optimize service. Front Desk Operations Operate the property management system (PMS) to manage reservations, room status, and guest accounts. Process payments, refunds, and adjustments accurately. Manage phone calls, messages, and guest communication in a courteous and professional manner. Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations and guest satisfaction. Maintain organized, clean, and presentable front desk and lobby areas. Safety & Compliance Verify identification and payment methods according to hotel security policies. Follow all safety, emergency, and loss-prevention procedures. Protect guest confidentiality and comply with data security standards. Communication & Teamwork Communicate guest needs and concerns to appropriate departments. Participate in team meetings, training sessions, and staff development activities. Support colleagues during high-volume periods to ensure seamless guest service. Qualifications Education & Experience High school diploma or equivalent required; hospitality coursework preferred. Previous customer service or hotel front desk experience is an advantage but not required. Skills & Abilities Excellent communication and interpersonal skills. Strong problem-solving abilities with a guest-first mindset. Ability to multitask in a fast-paced environment. Proficiency with computers; experience using PMS software is a plus. Professional appearance and demeanor. Ability to work a flexible schedule including weekends, holidays, and evenings. Physical Requirements Ability to stand for extended periods. Lift or move items up to 25 lbs if required. Frequent walking, reaching, bending, and handling materials. Core Competencies Guest Focus Adaptability Team Collaboration Attention to

Detail Conflict Resolution Professionalism Pay:

From $16.00 per hour

Work Location:

In person