Guest Service Representative

Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!

Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.

• Provide the highest quality of service to the customer at all times
• Promptly and effectively handle guest complaints and requests
• Check guests in and out efficiently and in a friendly manner
• Post guest charges and compute guest bills, collect payment and make change for hotel guests
• Follow all cash handling procedures as required
• Handle guest mail and messages per established procedures
• Develop a thorough knowledge of room locations, room rates, amenities and selling strategies
• Take reservations on property
• Block rooms and handle special requests
• Monitor room availability
• Handle safe deposit boxes used by guests per established procedures
• Keep lobby and desk area clean and presentable
• Have a thorough knowledge of emergency and security procedures
• Offer and properly handle requests for wake‑up calls
• Ensure all rooms are checked in, property and a valid and working form of payment is collected
• Communicate with incoming staff and management by logging pertinent information in the pass‑on log
• Keep maintenance informed of all maintenance needs
• Must wear proper uniform at all times in accordance with Standards
• Participate in any sales lead generator (will vary by property)

• Must be able to complete all required training in a timely manner as required by the brand
• Participate in daily and weekly team meetings
• Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
• Process guest arrivals and departures including all necessary payments
• Handle and coordinate room assignments and pre‑arrivals
• Handle guests concerns
• Offer referral for services and handle requests for information
• Handle and store guest luggage
• Assist with the check‑in and check‑out of groups and tours
• Answer the switchboard with proper telephone etiquette
• Communicate with housekeeping on any issues, guest requests, early arrivals, late departures
• Perform all duties as indicated in the shift checklist report
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture
• Must be able to work varying shifts and time schedules as needed (days, nights, weekends and holidays)

• Detail Oriented:
  Capable of carrying out a given task with all details necessary to get the task done well
• Team Player:
  Works well as a member of a group
• Enthusiastic:
  Shows intense and eager enjoyment and interest

• Ability to Make an Impact:
  Inspired to perform well by the ability to contribute to the success of a project or the organization
• Goal Completion:
  Inspired to perform well by the completion of tasks General Notes
  • This job description is not intended to be all-inclusive; additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
  • Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
  • If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.

  The Company is an at‑will employer. This job description is a guideline and does not constitute a written or implied employment contract.