Full job description
Overview
Guest Services Representative – Job Description

Department: Front Office / Guest Services
Reports To: Guest Services Manager / General Manager/ Owner

Position Summary

The Guest Services Representative is responsible for delivering exceptional service to all guests by providing a warm welcome, efficient check-in and check-out, and prompt assistance throughout their stay. This role ensures guest satisfaction by anticipating needs, resolving concerns, and maintaining a professional and friendly environment that reflects the hotel’s standards.

Key Responsibilities Guest Interaction & Service

Greet guests upon arrival with a friendly, professional demeanor.
Assist with check-in/check-out procedures, room assignments, and verification of payment.
Provide accurate information regarding hotel amenities, services, and local area attractions.
Respond promptly to guest inquiries, requests, and complaints, ensuring timely and effective resolution.
Maintain knowledge of hotel policies, promotions, and loyalty programs to optimize service.
Front Desk Operations

Operate the property management system (PMS) to manage reservations, room status, and guest accounts.
Process payments, refunds, and adjustments accurately.
Manage phone calls, messages, and guest communication in a courteous and professional manner.
Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations and guest satisfaction.
Maintain organized, clean, and presentable front desk and lobby areas.
Safety & Compliance

Verify identification and payment methods according to hotel security policies.
Follow all safety, emergency, and loss-prevention procedures.
Protect guest confidentiality and comply with data security standards.
Communication & Teamwork

Communicate guest needs and concerns to appropriate departments.
Participate in team meetings, training sessions, and staff development activities.
Support colleagues during high-volume periods to ensure seamless guest service.