Front Desk, Hospitality ​/ Hotel ​/ Catering

Purpose of Position

Guest Service Representatives are responsible for greeting and registering our guests, providing outstanding service during their stay, and settling the guest’s account upon completion. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator and concierge duties, and delivering attentive, courteous, and efficient service to all guests before arrival and throughout their stay while maximizing room revenue and occupancy.

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Maintain a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Demonstrate the ability to multi‑task, be detail‑oriented, and solve problems effectively for internal and external customers.
• Handle and resolve guest complaints professionally and courteously through effective listening and clarifying issues raised by guests.
• Demonstrate good communication skills and convey information and ideas.
• Perform basic math and understand financial information.
• Recognize and take action on any safety or loss‑prevention incidents that may cause damage, injury, or liability, and implement all company safety and security policies.
• Complete training in security, alcohol, and health & safety, ensuring adherence to OSHA, state, and federal guidelines for chemicals, fire, health, and safety.
• Work with other departments to keep room status up‑to‑date and ensure timely room repairs.
• Use persuasive selling techniques to sell rooms and promote all marketing programs.
• Carry out front‑desk responsibilities, including greeting guests, performing guest transactions, balancing reports, controlling cash and deposits, processing reservations and credit cards, operating the phone system and TDD equipment, communicating via shift logbooks and reports, and using basic office equipment.
• Understand hotel policies related to cancellation, extended stay, room types & rates, late check‑outs, early arrivals, and special requests.
• Assist with laundry duties, including washing, drying, and folding.
• Control key issuance and receipt for room keys and master keys.
• Process all lost and found items according to policy.
• Possess basic knowledge of computer equipment and the Microsoft Office suite.
• Assist in training new staff.
• Participate in and support a positive, enjoyable work environment.
• Understand hotel products and services, such as food and beverage and recreation.

Performs other duties as assigned.

• Communicate with hotel staff, guests, and management in a professional manner.
• Know the surrounding area and local events.
• Follow proper telephone etiquette.
• Adhere to correct cash and credit card handling policies.
• Work a flexible schedule, including weekends and holidays.
• Read, write, and speak English.
• Learn safety, emergency, and accident prevention policies and procedures.
• Maintain a neat, well‑groomed appearance, wearing the proper uniform and name tag as per brand standards.

• Complete front‑desk training within the required time frame, as set by the brand.
• Maintain a high level of quality, service, and cleanliness.
• Ensure smooth operation and staffing of the front desk.
• Communicate openly with direct supervisors.
• Keep guest survey scores within an acceptable range.

• High school education.
• One year of hospitality experience (preferred).
• Detail‑oriented.

Complete the front‑desk training program within the brand‑required time frame.

• Clean guestrooms and lobby or public areas as needed.
• Restock front‑desk supplies.
• Deliver cribs, towels, or other items to guestrooms as requested.
• Perform light maintenance duties.
• Restock, inventory, and sell items in the guest marketplace and pub if applicable.

• Stand and walk; use hands and fingers to handle, or feel, for long periods, up to eight hours at a time. Reach with hands and arms.
• Frequently repeat the same movements, including frequent keyboarding.
• Understand the speech of others and speak clearly.
• Read…