Guest Service Representative

### Job Description: Guest Service Representative

**Position Title**: Guest Service Representative

**Department**: Front Office/Guest Services

**Reports To**: Guest Services Manager/Front Office Manager

**Location**: Hotel/Resort Name City State

**Position Type**: Fulltime/Parttime

#### Job Summary

The Guest Service Representative is responsible for providing exceptional customer service to guests ensuring a positive and welcoming experience. This role involves managing guest checkins and checkouts addressing inquiries and complaints and maintaining the highest standards of hospitality and professionalism. The Guest Service Representative will also assist with various administrative tasks to support the efficient operation of the front desk.

#### Key Responsibilities

**Guest CheckIn and CheckOut**:

Efficiently manage guest checkin and checkout processes ensuring accuracy in billing and room assignments.

Verify guest identification and payment methods.

**Customer Service**:

Greet guests warmly and address their needs promptly and courteously.

Provide information about hotel amenities services and local attractions.

Handle guest complaints and resolve issues efficiently escalating to management when necessary.

**Reservations**:

Assist with booking reservations modifications and cancellations.

Ensure all guest requests and preferences are noted and communicated to the appropriate departments.

**Communication**:

Answer phone calls respond to emails and handle guest inquiries in a timely and professional manner.

Coordinate with housekeeping maintenance and other departments to fulfill guest requests and ensure a seamless guest experience.

**Administrative Tasks**:

Maintain accurate records of guest information and transactions.

Prepare and distribute reports such as occupancy reports and financial summaries as required.

Assist with inventory management and ordering supplies for the front desk.

**Security**:

Ensure the safety and security of guests by monitoring the premises and following hotel security policies.

Report any suspicious activities or safety hazards to the appropriate authorities.

#### Qualifications

**Education**:

High school diploma or equivalent required.

Associate s or bachelor s degree in hospitality management or related field preferred.

**Experience**:

Previous experience in a customer service or front desk role preferably in the hospitality industry.

Familiarity with hotel management software (PMS) and booking systems.

**Skills**:

Excellent communication and interpersonal skills.

Strong problemsolving abilities and attention to detail.

Ability to handle multiple tasks and work in a fastpaced environment.

Proficiency in Microsoft Office Suite (Word Excel Outlook).

**Attributes**:

Friendly approachable and professional demeanor.

Strong organizational skills and the ability to manage time effectively.

Flexibility to work various shifts including nights weekends and holidays.