Guest Service Representative

Job Summary

The Guest Service Representative ensures that all guests receive the highest level of hospitality during their stay. The role maintains strong relationships with internal and external clients.

• Make a positive first impression for all guests and potential guests.
• Offer assistance and provide concierge service regarding the hotel and the community.
• Ensure a warm and welcoming check‑in and departure experience.
• Coordinate services with housekeeping, maintenance, sales, and operations teams.
• Assist with laundry processing as needed.
• Follow all safety and security procedures.
• Handle cash securely and follow proper procedures.
• Maintain confidentiality of company and guest information.
• Administer key control properly.
• Conduct routine property/security walks.

• Knowledge of Microsoft Office products.
• Knowledge of hospitality guest management systems.
• Excellent verbal and written communication skills.
• Good organizational skills and attention to detail.
• Ability to multitask in a fast‑paced environment.
• Commitment to exceptional customer service.
• Problem‑solving and issue resolution skills.

• High school diploma, GED, or 6+ months customer‑service experience.
• Cash‑handling experience.

Employee frequently sits, stands, walks, reaches with hands and arms, and stoops, kneels, crouches, or crawls. May lift or move up to 25 pounds. Requires clear vision and is exposed to moderate noise levels.

Schedule may vary week to week. When on call, the employee may leave the property provided a phone or paging device is available and can respond within 15 minutes. On‑call hours are not paid unless the employee responds to a call or emergency. Follow all related disciplinary policies.

Employees are required to reside on property. A break area room and utilities (net, local calls) are provided free of charge. The room is not a residence and is not part of compensation. Employees may not occupy the room when they are not actively on the payroll or able to work. All occupancy policies and fees follow the company guidelines.

Employees receive a company uniform shirt and must wear it clean and presentable each day. Personal footwear and pants are required; footwear must be closed‑toe and in good repair. No sandals or open‑toed shoes. Personal appearance must be neat and professional at all times.

Employees must not socialize with guests outside of business duties, nor use break areas for personal visits. Employees may not provide personal services, receive tips, or accept gifts. Any personal relationship with a guest must be reported immediately.

Sexual harassment is prohibited. Any unwanted sexual advances, gestures, or verbal conduct of a sexual nature must be reported to management. All employees and guests are held to the same standard and may not date coworkers in conflict with company policy.

Employees are accountable for all cash, checks, and credit card receipts processed during their shift. Unaccounted cash, unauthorized discounts, or improper check‑in/out procedures may result in discipline. The safe may only be opened by authorized personnel.

Personal safety is paramount. Follow all safety rules, including staying with guests, using PPE, and following emergency procedures. Avoid never being alone with a closed guest room.

The information in this position description indicates the general nature and level of work expected but is not a comprehensive inventory of all duties, responsibilities, or qualifications.

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Source:
Concord Hospitality