Guest Services Representative

Operations Specialist 6 (Guest Service Representative)

Job Purpose

The Operations Specialist 6 is a cross-functional team member responsible for supporting and executing a broad range of hotel operations, including front desk, guest services, housekeeping, laundry, and food service. This role ensures exceptional guest experiences, operational efficiency, and compliance with safety and quality standards by performing and overseeing diverse duties throughout the property.

Key Responsibilities

Front Desk & Guest Services (Night Auditor & Guest Service Supervisor)

• Oversee and perform guest check-in/check-out, reservations, and billing.
• Audit, post, and balance daily financial transactions; maintain accurate financial and administrative records.
• Respond to guest needs, requests, and complaints professionally and promptly.
• Supervise, train, and support front desk and service staff; manage schedules and ensure adequate staffing.
• Implement and improve service procedures to enhance guest satisfaction.
• Handle cash and credit card payments; ensure compliance with safety and emergency procedures.
• Summarize nightly operations and communicate follow-up tasks to management.

Housekeeping & Public Areas (Houseperson)
• Clean and maintain public areas, employee areas, and guest rooms as needed.
• Perform regular quality assessments and recommend improvements to cleaning processes.
• Document inspection outcomes and report maintenance needs.
• Assist housekeepers and support breakfast service as required.

Food Service (Breakfast Host)
• Set up, maintain, and clean breakfast and meal areas.
• Assemble and disassemble breakfast buffets; ensure they remain fully stocked.
• Receive and communicate beverage orders; provide condiments and clear tables.
• Address customer queries and complaints related to meal service.
• Ensure compliance with food safety guidelines and maintain cleanliness of dining areas.

Laundry Operations (Laundry Attendant)
• Sort, wash, dry, press, and fold clothing and other textile items.
• Remove stains, perform minor sewing duties, and track inventory of detergents and sewing kits.
• Maintain and perform minor repairs on laundering equipment.
• Keep records of laundry items and ensure the facility remains clean and organized.

General & Other Duties
• Maintain cleanliness and organization of all assigned areas, including sweeping, mopping, vacuuming, and sanitizing surfaces.
• Respond to and resolve guest queries, concerns, and complaints across all service areas.
• Uphold all safety, cleanliness, and quality standards throughout the property.
• Perform other duties as assigned by management.

Required Qualifications

• High school diploma or equivalent.
• At least 2 years of experience in hospitality, customer service, or a related field.
• Experience with accounting procedures, administrative tasks, and hospitality software (Excel, Word, PowerPoint).
• Previous supervisory or team leadership experience preferred.
• Familiarity with cleaning detergents, laundering equipment, and food safety guidelines.

Skills & Competencies
• Strong customer service orientation and personable disposition.
• Excellent organizational, multitasking, and time-management skills.
• Analytical and detail-oriented, with strong problem-solving abilities.
• Effective written and verbal communication skills.
• Ability to work independently and as part of a team.
• Proficiency with computers and basic arithmetic.
• Ability to adapt to changing priorities and work flexible hours, including weekends and holidays.
• Advanced understanding of general maintenance and cleaning procedures.

Physical & Working Conditions
• Ability to stand, walk, bend, stoop, kneel, crouch, and lift up to 50 pounds frequently; occasional lifting of heavier items may be required.
• Capable of working in a variety of environments, including inside, outside, and areas with exposure to noise, chemicals, and temperature extremes.
• May be required to climb ladders, balance, reach, push, pull, grasp, and perform repetitive motions.
• Must be able to work in a fast-paced environment and handle multiple tasks simultaneously.

Expectations
• Deliver exceptional guest service and maintain a positive, professional attitude at all times.
• Uphold safety, cleanliness, and quality standards throughout the property.
• Demonstrate flexibility, reliability, and a proactive approach to problem-solving.
• Foster a collaborative and supportive work environment.

Integration Assurance:
• All financial and auditing duties from the Night Auditor are included (e.g., balancing transactions, preparing reports).
• All supervisory, training, and guest service leadership duties from the Guest Service Supervisor are represented.
• All cleaning, maintenance, and quality control duties from the Houseperson are incorporated.
• All food service, buffet management, and customer interaction duties from the Breakfast Host are included.
• All laundry processing, inventory, and minor repair duties from the Laundry Attendant are integrated.