Guest Service Representative

About The Role

The Guest Service Representative in our Front Desk department is a front-line, hourly, full-time position responsible for creating a welcoming and efficient experience for every guest. In this role, you will serve as the primary point of contact at the front desk, handling check-ins, check-outs, reservations, and guest inquiries with professionalism and warmth. You will balance administrative tasks with high-touch customer service, ensuring all guest needs are addressed promptly and accurately. Working closely with other departments, you will help maintain smooth daily operations, uphold company standards, and contribute to a positive, safe, and hospitable environment for guests and team members alike.

What You'll Do

• Serve as the first point of contact for guests, greeting them warmly and providing a professional, efficient check-in and check-out experience.
• Handle guest reservations, cancellations, modifications, and special requests accurately using the property management or front desk system.
• Answer phones and respond to in-person inquiries, providing clear information about services, amenities, hours of operation, and local area recommendations.
• Verify guest information, process payments, issue room keys, and maintain accurate records and documentation for all front desk transactions.
• Address guest concerns, requests, and complaints promptly, escalating issues to supervisors or appropriate departments when necessary.
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and facilities are ready, clean, safe, and meet guest expectations.
• Monitor lobby and front desk areas to maintain a clean, organized, and welcoming environment at all times.
• Follow established front desk procedures, safety protocols, and security measures, including verifying identification and safeguarding guest information.
• Balance cash drawers or payment reports at the beginning and end of shifts in accordance with company policies.
• Assist with daily administrative tasks such as filing, data entry, and preparing reports related to occupancy, arrivals, and departures.
• Promote property services, amenities, and any current offers to enhance the guest experience and drive engagement.
• Support a team-oriented environment by communicating effectively with colleagues and participating in shift handovers and briefings.
• Comply with all company policies, industry regulations, and departmental standards related to guest service, health, and safety.

Qualifications

• Previous experience in a customer service, hospitality, or front desk role preferred, but not always required.
• Strong verbal and written communication skills in English, with the ability to interact professionally with a wide range of guests and colleagues.
• Demonstrated ability to provide courteous, patient, and solution-focused service in a fast-paced environment.
• Basic math and computer skills, including familiarity with email, data entry, and point-of-sale or reservation systems.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities during busy periods.
• Ability to remain calm, professional, and resourceful when dealing with difficult situations or guest complaints.
• Reliability and flexibility to work various shifts, which may include evenings, weekends, and holidays as required by front desk operations.
• Professional appearance and demeanor consistent with front-of-house guest service standards.
• Ability to stand for extended periods and perform light physical tasks related to front desk operations (such as lifting or moving small items).
• High school diploma or equivalent required; additional hospitality or customer service training is an asset.