Guest Service Representative

Job Description

Job Description

Description:

Join the opening team at the brand-new Holiday Inn Express & Suites Overland Park South, a 99-room hotel located in the growing Bluhawk development in South Overland Park. This is an exciting opportunity to help launch a modern, professionally managed hotel from the ground up and be part of establishing a strong team culture from day one.

Our hotel is designed to deliver a high-quality guest experience for business travelers, families, sports teams, and visitors to the Kansas City area. Located next to the AdventHealth Sports Park at Bluhawk and surrounded by new shopping, dining, and entertainment, the property is expected to serve a steady flow of guests year-round in a fast-paced, team-oriented environment.

As part of the IHG Hotels & Resorts family and managed by Price Brothers Hospitality, team members will work in a clean, contemporary hotel environment backed by experienced hospitality leadership and a company committed to professional service, employee development, and operational excellence.

The hotel is part of the globally recognized IGH Hotels & Resorts family, one of the world’s leading hospitality companies with thousands of hotels across more than 100 countries. IHG brands are known for quality standards and delivering exceptional guest experiences.

Day-to-day operations are managed by Price Brothers Hospitality an extension of the long-established Price Brothers Management Company. Based in the Kansas City area, Price Brothers has been building and managing high-quality residential and commercial properties since 1922 and is recognized for its commitment to professionalism, service, and community-focused development.

The company offers an array of outstanding health and wellness benefits starting the first of the month after 30 days of service. Reasonable insurance premiums including 3 medical options, dental, vision, life & disability, FSA dependent care, legal assistance, identity theft and more. Participate in the company’s 401k retirement plan, enjoy paid time off and 10 holidays + your birthday! Whether we are cheering on one of our local sports teams, volunteering at a philanthropy or celebrating team milestones, Price Brothers Hospitality cares about our team members & our community.

The Guest Service Representative is responsible for delivering exceptional customer service to guests, ensuring a smooth check-in and check-out process, and addressing guest needs promptly. This role plays a critical part in creating a positive and memorable guest experience.

Responsibilities & Duties

• Register guests and assign rooms, accommodating special requests whenever possible.
• Assist with pre-registration and room blocking for reservations.
• Verify payment methods and follow credit-checking procedures.
• Handle guest complaints and requests professionally.
• Answer phones, make reservations, and update guest information in the system.
• Maintain guest room key storage and safe deposit box access.
• Coordinate room status updates with housekeeping.
• Process guest check-outs and perform cashier-related functions.
• Use proper telephone etiquette and handle mail, packages, and messages.
• Communicate hotel services and amenities to guests.
• Attend department meetings and follow safety and emergency procedures.
• Perform other duties as assigned.

Skills/Abilities and Knowledge

• Excellent communication skills
• Detail-oriented
• Ability to multitask in a fast-paced environment
• Professional demeanor
• Strong customer service skills

Education (level and type)

• High school diploma or equivalent preferred

Required Work Experience

• Previous hotel-related experience preferred

Continuing Education Courses

• Hospitality or customer service training recommended

Working Conditions

• Must be able to work nights, weekends, and holidays
• Fast-paced environment with frequent guest interaction
• In-person, regular, predictable attendance is essential to the position

Physical Requirements

• Ability to stand and walk for extended periods of time while working at the front desk and assisting guests
• Ability to sit for extended periods while performing computer-based tasks, reservations, and reporting
• Ability to alternate between sitting and standing throughout the shift as operational needs require
• Occasional lifting, carrying, pushing, or pulling of items such as packages, guest amenities, or office supplies, generally not to exceed 25 pounds
• Manual dexterity sufficient to operate computers, telephones, credit card terminals, key systems, printers, and other front desk equipment
• Visual ability to read computer screens, guest information, reports, and signage
• Auditory and verbal ability to communicate clearly and professionally with guests, coworkers, and management in person and by telephone
• Ability to move throughout the hotel to assist guests, deliver items, or respond to service needs
• Ability to work flexible hours , including evenings, weekends, holidays, and overnight shifts, as required by hotel operations

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.