Guest Service Representative

Job Description

Job Description

Position Summary

The Guest Service Representative (GSR) is the first and last point of contact for guests at Hotel Hartness and plays a critical role in delivering a warm, refined, and memorable guest experience. The GSR is responsible for professional check?in and check?out procedures, handling guest inquiries and requests, maintaining accurate reservations and billing, and upholding Hotel Hartness service standards at all times.

This role requires exceptional hospitality instincts, attention to detail, sound judgment, and a genuine desire to create meaningful guest connections.

Key Responsibilities

Guest Experience & Service Excellence

• Greet all guests promptly, professionally, and warmly upon arrival and departure
• Perform check?in and check?out procedures accurately and efficiently
• Anticipate guest needs and respond to requests with urgency and care
• Resolve routine guest concerns independently and escalate issues appropriately
• Communicate hotel amenities, services, and local offerings knowledgeably
• Deliver service that reflects the Hotel Hartness brand, values, and standards

Front Desk Operations

• Manage reservations, room assignments, and rate accuracy in the PMS
• Process payments, authorizations, refunds, and adjustments in accordance with policy
• Maintain accurate guest profiles and notes to support personalized service
• Handle phone calls, emails, and in?person inquiries with professionalism
• Coordinate with Housekeeping, Engineering, and Management to ensure room readiness and guest satisfaction

Financial & Administrative Duties

• Follow all cash handling, credit card, and internal control procedures
• Balance shift work and complete required reports at the end of each shift
• Identify and report discrepancies or system issues promptly
• Adhere to all audit, security, and documentation requirements

Policy, Safety & Compliance

• Follow all hotel policies, procedures, and brand standards
• Protect guest privacy and confidentiality at all times
• Maintain awareness of safety and emergency procedures
• Report maintenance issues, safety concerns, or unusual guest activity immediately

Required Qualifications

• High school diploma or equivalent
• Previous hospitality, customer service, or front desk experience preferred
• Strong communication and interpersonal skills
• Ability to remain calm and professional in high?pressure situations
• Basic computer proficiency; PMS experience preferred
• Ability to work flexible schedules, including nights, weekends, and holidays

Key Competencies & Traits

• Warm, polished, and guest?focused demeanor
• Strong attention to detail and follow?through
• Reliability and accountability
• Professional appearance and conduct
• Ability to multitask and prioritize effectively
• Team?oriented mindset

Physical Requirements

• Ability to stand for extended periods
• Ability to lift up to 25 lbs occasionally
• Ability to move throughout the property as needed

Hotel Hartness Service Culture

All team members are expected to uphold the values and service philosophy of Hotel Hartness, contributing to a culture of excellence, respect, accountability, and thoughtful hospitality.