Guest Service Rep / Front Desk - Days/Evenings

Duties and Responsibilities :

Front Desk Host -

Morning/Afternoons/Evenings Department:

Front Office Typically Reports To:

Front Office Manager Job Front Desk Hosts are the first and last impression many guests will have of the hotel, making their role essential to the guest experience. They are responsible for creating a warm, welcoming environment by building genuine connections with guests and seizing opportunities to provide thoughtful, unexpected gestures that surprise and delight. As the hotel's front-line Sales Team, Front Desk Hosts play a key role in achieving revenue goals by actively working to convert every reservation opportunity and consistently following established rate and booking strategies. Duties and responsibilities Provide every guest with a warm, genuine welcome, greeting each one with a smile and a sincere acknowledgment. Efficiently check guests in and out while offering clear information about hotel amenities and available services. Serve as a positive representative of the local community by sharing knowledge of local events, attractions, and dining options—offering thoughtful suggestions to enhance each guest's experience. Answer phone calls promptly and courteously, addressing all inquiries, messages, requests, and concerns through to resolution. Maximize booking and revenue potential by following the hotel's standard reservation sales procedures. Prepare in advance for guest arrivals by reviewing the arrivals list, noting special requests, checking guest profiles, and ensuring keys and welcome materials are ready. Record guest preferences and share relevant details with the team to help personalize each guest's stay. Actively seek moments to go above and beyond—offering thoughtful, unexpected gestures to guests or team members whenever possible. Process all payments, including cash and credit card transactions, with accuracy and in accordance with hotel protocols. Manage the issuance and control of master keys and guest safe deposit boxes in line with security procedures. Communicate special guest needs or service concerns to management or relevant departments to ensure exceptional service and follow-through. Address guest complaints or issues promptly, applying appropriate service recovery techniques. Follow all hotel safety and security procedures; report incidents, safety concerns, or suspicious activity to the appropriate supervisor or manager immediately. Support hotel operations by assisting with secondary tasks, such as folding laundry, light cleaning, or helping other departments as needed.

Qualifications and Requirements :

High school diploma or equivalent secondary education required. Must be fluent in English, both spoken and written. Basic computer skills and math proficiency are essential. Familiarity with basic accounting principles and tasks is preferred. A naturally positive, energetic, and friendly attitude is a must for success in this role.

Physical and Skill Requirements:

Stand for extended periods, up to 8 hours per shift Lift or carry items weighing up to 25 pounds Handle and operate various items such as products, equipment, and computers Use basic computer skills to navigate property management and reservation systems Demonstrate a genuine passion for providing excellent service and connecting with people Communicate effectively both verbally and in writing, using proper grammar and professionalism in all guest and team interactions Apply basic math skills regularly, especially when processing cash or credit transactions Think critically and use sound judgment to resolve issues and make decisions Maintain flexibility to work various shifts, including evenings, weekends, and holidays

Job Type:

Full-time Pay:

From $12.00 per hour

Benefits:

Employee discount Paid time off Retirement plan

Work Location:

In person