Guest Service Representative/Night Audit

Job Description

Job Description

The Guest Service Representative serves as a critical touchpoint between the hotel and its guests, directly influencing first impressions and overall guest satisfaction. This role supports the smooth operation of the front office guest services department, and Night Audit, ensuring seamless check-in/check-out experiences, accurate billing, and responsive assistance. Their day-to-day interactions significantly impact the guest experience, internal workflows, and the hotel's reputation for service excellence.

HOW YOU’LL SHAPE THE EXPERIENCE & FUTURE

• Greet, register, and assign rooms to guests.
• Issue room key and escort instructions to Bell Attendant or directly to guest as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.
• Compute bill, collects payment and makes change for guests. May post charges such as room, food, liquor or telephone by hand or machine.
• Understand and enforce the hotel company credit policies.
• Account for all cash and makes deposits in accordance with hotel and company policies.
• Take the initiative to greet guests in a friendly and warm manner.
• If functioning in a Lead Capacity: (a) take responsibility for assigned employees in the absence of the Supervisor, (b) assign work, and ensure proper performance of assigned employees.
• May make restaurant, transportation or entertainment reservations for guests; may deposit guests’ valuables in hotel safe or safe-deposit box; may order complimentary flowers or champagne for special guests.
• Night Audit processes and procedures
• Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

• Exceptional communication and interpersonal skills
• Strong attention to detail and accuracy in guest transactions
• Ability to multitask in a fast-paced environment
• Customer-first mindset with a friendly, welcoming demeanor
• Sound judgment and discretion in handling guest needs and sensitive information

PROFESSIONAL EXPERIENCE

• At least 3 months of experience in hospitality, customer service, accounts receivable, or a general office setting
• Prior experience working with guests, handling payments, or managing reservations preferred
• Familiarity with hotel procedures, property management systems, and guest service best practices is an asset

ACADEMIC BACKGROUND

• High school diploma or equivalent required
• Additional training or coursework in hospitality, business, or customer service is a plus

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Pay Range: $20.00 - $22.00 Per Hour