Guest Services and Reservations Associate

A guest comes to the desk after a long journey. Another has a question about a reservation. Someone else is waiting for an update about a room or facility request. The Guest Services Associate helps each person feel heard and gives them information the hospitality team can stand behind.

The position is in person, full-time, and pays $18.50-$22.50 per hour. It involves guest communication, accurate records, and handoffs with coworkers who manage different parts of the property. The employer will teach its reservation system and service procedures.

At arrival, you may check booking details, explain an approved procedure, and direct the guest to the right place. Later you might record a request for housekeeping or ask a maintenance colleague to review a reported issue. If a guest is dissatisfied, listen for the actual problem, check what you can confirm, and bring a decision outside your authority to a supervisor.

Making an unrealistic promise may feel reassuring for a moment but leaves both the guest and the next shift in a harder position.

You will maintain notes on open requests and update the next person covering the service point. The best handover explains what the guest asked for, what you checked, what has already been said, and who has the next action. A guest should not have to tell the same story to every employee they meet.

Experience in hospitality is an advantage, though reception, retail, and other customer service work can prepare someone for the role. We welcome applicants who are new to guest services and willing to learn. You should be comfortable speaking with different people, checking names and dates carefully, and remaining composed when several requests arrive close together.

Guests will not always know the internal name of the team that can help them. A request for an extra item, a question about access, and a report of a facility issue each need a different handoff. Confirm enough detail for the receiving colleague to act, then explain the next step to the guest in simple terms. If the request remains open at the end of your shift, leave a status the next associate can understand.

That continuity is an important part of hospitality, especially when guests interact with several employees during one stay.

Consistent notes help make that possible.

An arrival date, an access instruction, or the name attached to a request can change what happens next. Take the time to confirm information before updating a booking or relaying a message. Follow the employer's privacy procedure even when a caller sounds confident that they should receive guest information. Service is strongest when warmth and accuracy work together.

Some moments are lively and public; other parts of the shift involve quiet record updates or preparation for the next arrivals. Both are part of the job. The team depends on your presence for scheduled coverage and on your judgment about when a matter needs immediate attention. You do not have to resolve every request alone, but you should know how to find the right person and keep the guest informed.

The guest service point may receive practical questions about services that another employee provides. You should know where to find the current approved information, but it is equally important to recognize when you need to ask a teammate. A guest who is given a clear status can plan, even if a request is not immediately resolved. A guest given an unverified assurance may return more frustrated.

Keeping expectations realistic is part of professional hospitality.

At the end of a busy period, review the open items before moving to routine desk work. Check whether a colleague has confirmed a requested item, whether an arrival detail still needs updating, and whether a guest was promised a response. These small follow-ups help service feel consistent across shifts.