Guest Experience & Front Desk Specialist

Description

Company Overview: WaterWalk Hospitality is a dynamic and rapidly growing hotel management company with a portfolio of hotels across various states, each offering unique guest experiences. WaterWalk Extended Stay by Wyndham brings an innovative approach to the extended stay hotel segment, offering both traditional extended stay suites (STAY) as well as unfurnished suite options for longer stay lengths (LIVE). We are seeking a friendly and service-oriented Guest Service Representative to join our team. This role is pivotal in delivering high-level guest service, creating a welcoming environment, and ensuring that every guest and resident feels valued from the moment they arrive. Weekend and evening availability is required based on business needs.

Job Summary: The Guest Service Representative is responsible for promoting an atmosphere that ensures proactive, friendly, and efficient service for all guests and residents. This role manages daily front desk operations including check-in, check-out, guest inquiries, and AppFolio coordination for LIVE units. The position requires strong customer service, attention to detail, and a positive attitude that reflects WaterWalk’s “YES!” culture.

Key Responsibilities:

Guest Service Excellence

• Provide a warm welcome to all guests and residents, ensuring a positive first and last impression.
• Deliver prompt and courteous service while addressing guest inquiries and requests.
• Anticipate guest needs and deliver personalized, solutions-focused service.
• Follow brand standards for Wyndham Rewards enrollment and meet monthly enrollment goals.

Front Desk Operations

• Manage guest and resident check-in and check-out, ensuring accuracy in registration, room assignment, and payment processing.
• Maintain complete knowledge of property features, amenities, rates, and availability.
• Utilize Canary for digital upselling and communication tools to drive revenue opportunities.
• Update guest profiles and information in the PMS and AppFolio to ensure accurate records.

STAY / LIVE Model Support

• Support both hotel guests (STAY) and residents (LIVE) by providing exceptional service experiences tailored to each group’s needs.
• For LIVE units, coordinate resident services, assist with agreement documentation, and manage AppFolio communication and maintenance requests.
• Partner with the onsite management team to maintain a safe, organized, and community-oriented environment.

Problem Resolution

• Take ownership of guest or resident concerns and resolve them promptly and professionally.
• Escalate issues to the General Manager or appropriate leader when additional support is required.

Administrative & Coordination

• Maintain accurate records of transactions, guest accounts, and resident details.
• Handle cash and credit card transactions securely in compliance with company policy.
• Communicate effectively with housekeeping, maintenance, and leadership teams to ensure seamless operations.
• Keep the front desk area clean, organized, and well stocked with necessary supplies.

Laundry & Linen Care

• Perform light laundry duties including loading and unloading washers and dryers.
• Ensure the correct use of cleaning solutions and follow proper safety and handling procedures.
• Fold, organize, and restock linens and towels to support daily operations.
• Maintain cleanliness and organization in the laundry and storage areas.
• Assist with inventory counts and notify leadership of low stock or damaged items.

Other Duties

• Adhere to company policies, key control, and safety procedures.
• Participate in team meetings and contribute ideas that enhance the guest experience.
• Carry out any reasonable request made by management.

Qualifications:

• High school diploma or equivalent required.
• Minimum 1 year of front desk, property management, or customer service experience required; hospitality experience preferred.
• Excellent interpersonal and verbal communication skills.
• Strong computer literacy with proficiency in property management systems (e.g., AppFolio, Opera, or similar).
• Energetic, honest, ethical, and solutions oriented.
• Ability to multitask in a fast-paced environment with professionalism and a sense of urgency.

Schedule Requirements

• Weekend and evening shifts as needed based on operational and business demands.