Guest Services Representative
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Overview
Job Description
Essential functions: Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Greet and welcome guests upon arrival, ensuring a warm and positive first impression.
Register guests into the hotel’s system, verifying reservation details, address, and
payment information.
Promote and enroll guests in the hotel’s loyalty program, providing recognition and
benefits to members.
Process payments during check-in and check-out, manage a house bank, and
accurately report daily receipts.
Assist guests with service requests, such as issuing keys, handling safety deposit boxes,
and posting miscellaneous charges.
Respond promptly and effectively to guest complaints, providing solutions and escalating
as necessary.
Answer telephone calls courteously, providing accurate information and service.
Handle reservations with efficiency and accuracy.
Assist with hotel shuttle or transportation services, ensuring timely and courteous
service.
Assist guests with luggage upon arrival and departure.
Be knowledgeable about the local area, hotel services, and amenities, providing helpful
information to guests.
Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and
faxes.
Be aware of and prepare for incoming VIP guests.
Follow all company Standard Operating Procedures and perform additional tasks as
directed by the General Manager.
Exhibit a positive and cooperative attitude as part of the team.
Communicate effectively with coworkers and contribute to a supportive work
environment.
Handle and account for keys properly.
Understand and adhere to emergency procedures and security policies.
Ensure the confidentiality and protection of guest room numbers.
Promote hotel amenities and upgrades to guests to enhance their experience and
increase revenue.
Must maintain a neat, clean, and well-groomed appearance in accordance with company
standards
Qualifications:
Education: High School diploma or equivalent.
Experience: Prior experience in a customer service role preferred.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to lift up to 15 lbs on occasion.
Willingness to work flexible schedules, including nights, weekends, and holidays, as
required by the business needs
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
