Guest Services Representative

Job Title

Schedule: Every other Friday and every Saturday, 3:00 PM–11:00 PM. Additional shifts may be available or required as needed. Employment Type: Part-Time. Location: Lino Lakes MN.

Essential Duties and Responsibilities

• Welcome guests warmly and provide professional, courteous service throughout their stay.
• Complete guest check-in accurately and efficiently.
• Verify guest identification, reservations, payment information, and room details.
• Process, credit card, and other authorized payments while maintaining accurate records.
• Make, modify, and cancel reservations in accordance with hotel policies.
• Answer incoming phone calls and respond to guest inquiries in a timely and professional manner.
• Provide information about hotel amenities, services, local attractions, restaurants, transportation, and directions.
• Handle guest requests, concerns, complaints, and service recovery professionally and promptly.
• Communicate with Maintenance and other departments regarding guest room or property issues.
• Assign rooms based on reservations, availability, guest preferences, and hotel procedures.
• Explain hotel policies, amenities, breakfast hours, Wi-Fi access, parking, and other services to guests.
• Maintain a clean, organized, and welcoming front desk and lobby area.
• Protect guest privacy and confidential information in accordance with hotel policies.
• Follow proper procedures for handling guest keys, lost and found items, payments, and sensitive information.
• Monitor the lobby and front entrance area and maintain awareness of guest and property safety.
• Complete daily front-office paperwork, reports, logs, and shift procedures accurately.
• Assist with Hilton Honors guest loyalty program inquiries and enrollment when applicable.
• Recognize and appropriately assist Hilton Honors members according to hotel procedures.
• Communicate important guest information and outstanding issues during shift handoffs.
• Follow hotel standards for appearance, professionalism, customer service, and workplace conduct.
• Follow emergency, safety, security, and evacuation procedures.
• Assist other hotel departments and team members as needed to ensure smooth hotel operations.
• Maintain knowledge of hotel policies, room types, rates, amenities, and current promotions.
• Perform additional duties assigned by the Front Office Manager or General Manager.

Schedule & Availability

This position is primarily scheduled every other Friday and every Saturday from 3:00 PM to 11:00 PM. Additional shifts may be available or requested as needed, depending on business needs and staffing requirements.

Qualifications

• Strong interpersonal and communication skills
• Strong organizational skills and attention to detail
• Ability to handle stressful situations with poise and professionalism
• Conduct work-related functions in a professional manner