Guest Services Representative

## Description

### At the heart of exceptional hospitality is a genuine connection with our guests. As a Guest Services Representative, you will play a key role in creating memorable first and last impressions, ensuring each guest experience is seamless, personalized, and reflective of our commitment to excellence.

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### **Position Summary**

The Guest Services Representative is responsible for delivering a high level of service throughout the guest journey - from arrival to departure. This role ensures efficient front desk operations while building meaningful guest relationships and anticipating needs to exceed expectations.

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### **Key Responsibilities**

• Provide a warm and professional welcome, managing guest check-in and check-out processes in accordance with established procedures
• Respond promptly and thoughtfully to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction while keeping leadership informed of escalated matters
• Optimize room revenue and occupancy through effective upselling and yield management strategies
• Review daily arrivals and reservations to identify special requests, VIPs, and preferences; coordinate and execute amenities and personalized touches accordingly
• Maintain up-to-date knowledge of room types, rates, packages, promotions, and property offerings
• Serve as a knowledgeable resource on hotel amenities, services, and local attractions
• Accurately handle cash, billing, and financial transactions in compliance with accounting standards
• Complete all required reports and documentation with accuracy and attention to detail
• Collaborate with all team members to ensure seamless operations

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### **What We’re Looking For**

• A passion for hospitality and delivering exceptional guest experiences
• Strong communication and interpersonal skills
• Ability to multitask and remain composed in a fast-paced environment
• Attention to detail and commitment to accuracy
• A team-first mindset with a willingness to support others

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### **Benefits & Perks**

• Comprehensive Medical, Dental, and Vision Insurance
• Short-Term Disability, Long-Term Disability, Life Insurance, Critical Illness & Accident Coverage
• 401(k) with Employer Match (eligible after 6 months)
• 8 Paid Holidays
• Paid Time Off (PTO)
• Free Parking
• Employee Assistance Program (EAP)
• Family & Friends Hotel Discounts
• Growth and Development Opportunities within a premier hospitality environment

## Qualifications

• 1–2 years of customer service experience required; prior Guest Services or Front Desk experience preferred
• Strong English communication skills, both written and verbal
• Ability to lift up to 30 pounds as needed
• Ability to stand for extended periods of time