Guest Services Representative

Property Address:

The Guest Services Representative will assist the guests efficiently, courteously, and professionally in all front office related functions. The Guest Services Representative will cover all aspects of the front office when the General Manager is not present. 

Essential Duties and Responsibilities: 

• Ensures reservations are taken correctly and courteously  

• Represent hotel in a professional and courteous manner, check guests in and out in a timely and efficient manner  

• Must be proficient in computer operating system 

• Available at all times to deal with guest issues in a professional manner 

• Notify General Manager or equivalent immediately of any guest, employee, or cash concerns  

• Provide guidance to property staff as needed 

• Ensure compliance of safety and security standards  

• Reports to Regional Operations Manager in General Manager’s absence 

• Responsible for bank deposits in General Manager’s absence 

• Identify and follow up on life/safety issues and inspection issues 

• Notify General Manager or equivalent immediately of any safety and/or security violations of policy 

• Leave all desk and office areas in a clean and neat manner 

• Take responsibility for ensuring that property is always clean and free of any trash and debris 

Essential Qualifications: 

• Possess a valid driver’s license, current auto insurance and a functioning automobile 

• Ability to read, understand, interpret information found in a variety of reports and other internal hotel information  

• Read, speak, write and understand the English language to interact with guests, staff, handle administrative duties, etc. 

• Sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage and count and balance a cash bank, etc. 

• General computer proficiency 

• Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, upselling techniques, to ensure the effective operation of the front office and related departments (examples include providing high level of service, effective staff training, proficient problem solving, effective cost controls, etc.). 

• Possess the knowledge and ability to perform a variety of front office and related positions in response to business needs 

• Ability to compose and express thoughts concisely to ensure effective communication 

• Ability and flexibility to work long hours on a regular basis and as business conditions demand 

• Ability to manage multiple activities often in stressful situations with time constraints 

• Ability to use time management skills to effectively get task accomplished 

• Ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems 

Work Environment and Physical Requirements: 

• Indoor work with hard and carpeted surfaces 

• Standing for up to eight (8) hour shifts 

• Must be able to remain in a stationary position 50% of the time 

• Occasionally required to sit; climb, balance; stoop, kneel, crouch or crawl  

• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds  

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

• Extensive use of hands and fingers for manipulation of keyboard, answering phone calls, calculator, copy machine, computer printer and other office productivity machinery. 

• May be exposed to extreme weather conditions, cold, heat, rain if at an exterior property 

• Use of computer terminal, which requires extensive eye contact with a video display terminal. 

• The person in this position frequently communicates with employees/vendors. Must be able to exchange accurate information in these situations. 

• Travel to other properties within the market and to the bank 

Perks & Benefits 

• Easy to follow training programs & supportive team throughout the onboarding process 

• Health, dental, vision, life and disability insurance for full-time employees 

• 401k with company match 

• PTO for full-time employees 

• Weekly payroll 

Electronic Acknowledgement: