Front Desk

Guest Service Representatives are responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, and performing hotel operator and concierge duties while maximizing room revenue and occupancy. Essential Functions Maintain a positive, upbeat personality and deliver outstanding customer service to guests. Maintain a high level of professional appearance and demeanor. Maintain confidentiality in all areas. Multitask, remain detail‑oriented, and problem‑solve to effectively deal with internal and external customers. Handle and resolve guest complaints professionally and courteously, using effective listening and clarifying techniques. Demonstrate good communication skills and convey information and ideas. Perform basic math and understand financial information. Recognize and take action on safety or loss prevention incidents; implement all safety and security policies. Complete training in security, alcohol, health and safety; follow OSHA, state, and federal guidelines. Collaborate with other departments to keep room status up‑to‑date and repairs timely. Use persuasive selling techniques to sell rooms and promote marketing programs. Carry out front desk responsibilities—greeting guests, processing transactions, balancing reports, cash control, deposits, reservation and credit card processing; operate phone system and shift reports; use basic office equipment. Understand hotel policies regarding cancellations, extended stays, room types and rates, late check‑outs, early arrivals, and special requests. Manage key control: issue and receive room and master keys. Process lost and found items according to policy. Operate computer equipment and Microsoft Office suite. Assist in training new staff. Participate in and support a positive, enjoyable work environment. Understand hotel products and services (food & beverage, recreation). Position Requirements Communicate with hotel staff, guests, and management professionally. Know the surrounding area and events. Obey proper telephone etiquette. Adhere to proper cash and credit card handling policies. Work a flexible schedule, including weekends and holidays. Read, write, and speak English. Learn safety, emergency, and accident prevention policies. Maintain a neat, well‑groomed appearance, wear proper uniform and name tag. Accountability Complete front desk training within brand‑required time frame. Maintain high quality, service, and cleanliness; keep guest survey scores within acceptable range. Maintain smooth front desk operations and staffing. Communicate openly with supervisor. Experience or Training Required High school education. 1‑year hospitality experience (preferred). Detail‑oriented. License or Certification Required Complete front desk training program within brand‑required time frame. Marginal Job Functions Clean guestrooms, lobby, public areas as needed. Restock front desk supplies. Help with laundry as needed. Deliver cribs, towels, or other items to guestrooms as requested. Perform light maintenance duties. Restock, inventory, and sell items in guest marketplace and pub (if applicable). Physical Demands Stand, walk, and use hands/fingers for up to 8 hours; reach with hands and arms. Frequently repeat same movements, including keyboarding. Understand speech of others and speak clearly. Read and see details. Lift up to 10 pounds occasionally; up to 35 pounds from time to time. Stoop, kneel, twist or crouch occasionally. Environmental Conditions The job is considered inside; employees will spend 75% or more of their time inside. Must work effectively in a stressful environment, communicate well, deal with guests, accept constructive criticism, change activities frequently, and cope with interruptions. Reasonable accommodations may be made for individuals with disabilities. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. This position is currently accepting applications. #J-18808-Ljbffr