Guest Services Representative

Job Description

Job Description

Provide outstanding guest service by providing the guest with assistance in any area necessary, answering the PBX, making reservations, and checking in and checking out guests.  In addition, post any charges incurred during the stay.

$18.50 - $19.50 hourly

• Impress Guests.  Greet all guests with a friendly welcome and a smile.  Respond promptly to guest questions, complaints, and requests.

• Maintain a clean, pleasant, and professional image to the guest and wear the proper uniform at all times.  Keep working area clean and organized.

• Supply information about the hotel’s services, the community, points of interest, accurate travel directions, etc.

• Work lobby as needed and necessary.

• Clean lobby area to maintain a clean, neat, and professional atmosphere.

• Answer the phone within 3 rings and direct calls professionally and courteously.  Take accurate messages and deliver them promptly.

• Complete guest check-ins and checkouts according to standards of service.

• Sell rooms as needed and make reservations when requested, using knowledge of room rates and selling restrictions and strategies.

• Complete all duties as specified on shift checklist.  Print reports as assigned.

• Review all daily events to assist incoming guests with the location of their functions.

• Communicate all guests at risk with supervisor and/or manager on duty.

• Communicate with other hotel departments regarding guest service requests or complaints.

• Responsible for the shift cash drawer and balance to report at the end of each shift.

• Handle credit card transactions according to set accounting procedures.

• Provide assistance to other team members to contribute to the smooth operation of the department and the hotel.

• Create a comfortable guest experience by immediately taking care of requests including but not limited to beverage service, baggage handling, extra amenities, rollaways, cribs, and anything else requested by the guest.

• Help set up and begin breakfast until the Attendant shows up for their shift, if applicable.

• Perform all duties as required and other tasks as assigned while following good housekeeping habits and safe work practices.

• Attention to details

• Multi-tasking skills

• Professional phone etiquette

The Holiday Inn Express brand is trusted and well-loved by travelers around the world. Guests choose us because they know they can count on a clean, comfortable stay, exceptional service, and a team that genuinely cares. Every interaction is an opportunity to strengthen that trust and create an experience that exceeds expectations. We proudly live the Holiday Inn Express promise to Stay Smart by delivering consistency, warmth, and hospitality that keeps our guests coming back.