Customer Service Champion

Job Description

Job Description

At the Americana Modern Hotel, we pride ourselves on delivering a genuine, memorable experience for every guest. We’re looking for a Customer Service Champion — someone with a warm, professional demeanor who thrives on making people feel welcome and cared for.

As the first point of contact for our guests, you’ll set the tone for their stay by providing exceptional service, clear communication, and a sincere smile. If you’re personable, reliable, and enjoy creating positive experiences, we’d love to meet you.

Key Attributes

• Charismatic, engaging, and guest-focused — you enjoy connecting with people.
• Dependable and punctual — guests and teammates can count on you.
• Honest, adaptable, and always willing to lend a hand wherever needed.
• Comfortable using computers and eager to learn new systems and procedures.

Primary Responsibilities

• Greet every guest with a smile 
• Welcome and register guests, managing all check-in and check-out tasks.
• Handle online and phone reservations with accuracy and care.
• Provide clear information about rooms, rates, and amenities.
• Process payments and verify guest information.
• Coordinate with housekeeping to ensure rooms meet Americana’s quality standards.
• Address guest requests and concerns promptly and professionally.
• Support group and VIP bookings, offering thoughtful, personalized service.
• Maintain accurate records of reservations, payments, and guest communications.
• Anticipate the needs of guests and build rapport
• Respond to guest concerns and resolve them appropriately, escalating to management when necessary

Preferred Skills & Experience

• Prior experience as a Front Desk Agent, Receptionist, or similar hospitality role.
• Familiarity with property management software (e.g., Hotel Key, Guest Touch).
• Understanding of travel and booking platforms such as Booking.com, Expedia, and TripAdvisor.
• Excellent communication, organization, and multitasking skills.
• A genuine customer service mindset — you take pride in making someone’s day better.
• Proficient in English; knowledge of other languages is a plus
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
• Ability to demonstrate genuine care for customers and employees
• Ability to work in a fast-paced environment

Our Culture

• Detail-Oriented: We care about quality, precision, and presentation.
• People-Oriented: We believe in fairness, respect, and teamwork.
• Team-Oriented: We support each other to ensure every guest leaves smiling.

Benefits/Perks 

• Flexible Scheduling
• Career Advancement Opportunities 
• Competitive Compensation

Job Summary

We are looking for a customer-focused Guest Service Representative to join our team! You are the face of our hotel, leaving both a first and last impression on all our guests. As the Guest Service Representative, you will assist customers with checking in and out, handle front desk operations, and a variety of other guest interactions.

The ideal candidate takes pride in the look and feel of the front desk and lobby areas and can quickly build rapport with guests. If you are a “people person” with a passion for providing exceptional customer service, we want to meet you!