Guest Services Representative

Job Description

Job Description

Guest Services Team Member 

The Francis Hotel is a boutique hotel in Portland’s West End, offering 15 thoughtfully designed guest rooms in a restored historic mansion on Congress Street. We focus on providing one-of-a-kind hospitality, pairing warm, personalized service with modern comforts and easy access to Portland’s best dining, shopping, and local attractions. 

We are looking to expand our front desk guest services team. In this role, you will serve as a representative of The Francis for both current and future guests, helping shape a welcoming and memorable experience for everyone who chooses to stay with us.

Position Summary 

The Guest Services Team Member plays an essential role in delivering a warm, welcoming, and memorable stay for every guest at The Francis Hotel. This position supports the daily front desk operation while also helping maintain the appearance and comfort of guest-facing spaces. The ideal candidate is personable, organized, proactive, and committed to providing thoughtful, one-of-a-kind hospitality. 

Key Responsibilities 

• Greet guests and provide friendly, attentive service throughout their stay, including performing check-in and check-out procedures accurately and efficiently. 

• Book reservations, answer phones, and respond to guest questions, requests, and concerns in a timely and professional manner. 

• Follow all cash handling and credit card procedures required by hotel standards. 

• Serve as a knowledgeable representative of The Francis for both current and future guests. 

• Share information about hotel amenities and promotional offerings with guests, including features such as breakfast, and other available conveniences. 

• Maintain the cleanliness and presentation of front rooms and guest-facing spaces through light housekeeping tasks. 

• Set up, refresh, and maintain coffee and beverage service throughout the day. 

• Document any guest accidents by completing the appropriate incident or accident report forms.
• Collaborate with team members to support daily hotel operations and deliver an exceptional guest experience. 

Qualifications  

• One year of hospitality experience preferred 
• Customer service experience preferred
• Experience handling cash and credit card procedures 
• Ability and flexibility to work various shifts including evenings, weekends, and holidays
• Strong attention to detail and a willingness to take initiative.
• Ability to work independently and as part of a team.
• Dependable with a positive, service-focused attitude.

Schedule & Physical Requirements 

This role may require morning, evening, weekend, and holiday availability based on business needs. Candidates should be comfortable standing for extended periods, moving throughout the property, and handling light physical tasks related to front room upkeep and beverage service. 

What We Offer

Competitive salary $20-23 per hour depending on experience

Excellent training and development opportunities

PTO & Personal Time

Discounted hotel stays at all our properties First stay for free and 50% there out

Access to Employee Rate program at New England Inns and Resorts Association (NEIRA) member properties

Discounted meals at our food and beverage operations Twinflower Cafe and Five of Clubs 50%

Discounted services at our spa operations Astraea

Why Join The Francis 

The Francis Hotel offers the opportunity to be part of a small, dedicated team focused on creating a memorable and personalized guest experience. If you enjoy hospitality, take pride in thoughtful service, and want to work in a welcoming boutique hotel environment, we would love to hear from you.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.