Guest Service Representative Job Description

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Guest Service Representative Job Description

Job descriptions
Hospitality and Tourism

Job summary 1

We are looking for an outstanding Guest Service Representative to work in one of the most beautiful settings in the world! Our Guest Service Representatives are hands-on, team-oriented professionals with high standards and are driven to exceed our guest’s expectations daily.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

The Guest Service Representative will courteously greet all tenants and visitors at the reception desk while making a wonderful first impression for visitors to the building. Since this is a position meeting and greeting the public, the Guest Service Representative must have exceptional interpersonal and communication skills and present a professional appearance and demeanor at all times.

Duties & Responsibilities 2

Courteously greeting all tenants and visitors to the reception desk
Signing in all authorized visitors according to the policies, rules, and regulations
Contacting tenants courteously and professionally when a guest is not pre-registered
Providing excellent service to all guests arriving at the building
Processing visitors’ information and providing a visitor badge
- Providing access to visitors for tenant and non-tenant group events, as needed
- Answering any tenant phone calls and emails for assistance throughout the day
- Providing guidance/information as requested from tenants

Requirements & Skills 2

Takes great pride in offering helpful, friendly service at all times
Can multi-task in a fast-paced environment, accommodating and communicating with a broad range of clientele with varied needs
Can collaborate and work within a team environment
Is proactive, approachable and solution focused
Is punctual and dependable
Has a strong customer service orientation
- Has excellent interpersonal and communication skills
- Has experience with multi-line phone systems
- Is proficient on basic Microsoft Office applications and the Internet

Job summary 3

The Guest Service Representative performs in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited, to check-in and check-out of guests which contributes to an overall positive experience.

Duties & Responsibilities 3

Requirements & Skills 3

Speak clearly and listen carefully.
Use personal judgment and specialized knowledge to give information to people.
Communicate well with many different kinds of people.
Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
- Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
- Education: HS Diploma or equivalent.
- Experience: Minimum 3 months of hospitality, general office, accounts receivable, or customer service experience.

Job summary 4

As the Guest Service Representative, you will interact with our guests to ensure their expectations are exceeded. Ensures clear communication with guests during the arrival and departure experience, phone interactions as well as general requests from guests.

Duties & Responsibilities 4

Be well versed in promotions, events, pricing, and sales strategy to meet the guest’s request.
Efficiently handles all payments received.
- Ensures key control as well as other systems and procedures are in place and followed for guest safety and security.
- Offers guests assistance whenever possible.
- Responsible for resolving escalated customer relations issues.

Requirements & Skills 4

Previous customer service experience.
Excellent computer and typing skills are required.
Ability to communicate effectively with the public and other Team Members.

Job summary 5

We are looking for a motivated, dependable, and detailed-orientated Guest Service Representative with good computer skills, who can multi-task and demonstrates a guest-focused attitude while responding quickly to guest needs. The ability to handle stressful situations compassionately and a pleasant phone demeanor are valued skills.

Duties & Responsibilities 5

Creating a positive workplace for guests and staff members
Greeting guests
Answering all phone calls politely and professionally using the prescribed methodology
Checking guests into and out of the hotel
- Money handling and auditing
- Office duties such as faxing, copying, printing, and internet research
- Keeping the lobby and front desk areas clean

Requirements & Skills 5

Strong sense of values and enriching principles with a quality-minded approach to business
Ability to handle stressful situations compassionately and a pleasant phone demeanor are valued skills

Job summary 6

We are seeking an engaging individual with strong multi-tasking skills and a passion for working with people. As a Guest Service Representative, you are often the first and last teammate our guests interact with. You will play a key role in creating lasting positive memories. You will be responsible for attending to the needs of our guests during their stay and offering our unconditional satisfaction guarantee.

Duties & Responsibilities 6

Promoting the company’s 100% Satisfaction Guarantee.
- Providing information to guests about the local area, hotel services, and amenities.
- Handling guest check-in and check-out accurately and efficiently.
- Providing exemplary guest service by demonstrating a personal commitment to making every guest satisfied.

Requirements & Skills 6

High School Diploma

Job summary 7

The Guest Service Representative (GSR) role is essential to ensuring that all visitors enjoy a positive and memorable experience while at Resort.

Duties & Responsibilities 7

Serves as an information specialist and knowledgeable about each event to respond appropriately to guest comments, questions, and requests in a prompt, courteous, and professional manner.
Handle a variety of customer inquiries in a professional manner including but not limited to seating/ticket issues.
Solving guest problems and addressing guest concerns.
Look for opportunities to enhance the guest experience. Do one more thing.
Maintain order and ensure adherence to all safety rules.
Provide assistance and clear directions during emergencies.
- Ensure pathways and exits are clear of obstructions and are properly lit. Assist guests in finding seats, and lighting the way with a flashlight if needed.
- Immediately report any suspicious activity or unattended items to security.
- Monitor crowd during all events to ensure safety.

Requirements & Skills 7

Job summary 8

The Guest Service Representative completes guest registration, room assignments, blocking, check out, and accounting procedures. Provides efficient, gracious, and professional guest service.

Duties & Responsibilities 8

Requirements & Skills 8

Must pass certification quiz/test for the position.
Lift, carry or otherwise move up to 10 lbs. regularly.
- Lift, carry or otherwise move up to 50 lbs occasionally with assistance.
- Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
- Regularly required to stand; sit; walk; reach; handle or feel; talk and hear.

Job summary 9

We are seeking a hardworking Guest Service Representative who is available for working mainly night and weekend shifts. The position is available for a "closer" which requires the qualified candidate to be working "second shift" hours. The qualified candidate will be a key holder to the store which also requires several other responsibilities. Looking for a candidate with flexibility in their schedule to meet business needs as we tend to adapt to the demands on the weekends.

Duties & Responsibilities 9

Requirements & Skills 9

High School Graduate
Must have a minimum of 2 years of customer service experience
State Food Handlers Permit

Job summary 10

We are looking for a Guest Service Representative.

Duties & Responsibilities 10

Organize, confirm and process guest check-ins/ check-outs and adapt for any changes
Secure payment, verifying and adjusting billing as needed
Provide guests with room and hotel information, directions, amenities, and local interests
Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff
Complete cashier and closing reports, counting the bank at the end of each shift securely
- Accept and record wake-up calls, delivering them to the right department
- Communicate any emergency, lost item, or theft to proper security staff and/or authorities
- Keep contingency lists in case of emergency and communicate any necessary messages

Requirements & Skills 10

A warm, people-oriented demeanor
A team-first attitude
A gift for paying attention to the smallest details

Frequently asked questions

What are the skills of a guest service representative?

A guest service representative, also known as a front desk agent or hotel receptionist, is responsible for providing excellent customer service to guests and visitors of a hotel or other hospitality establishment. Here are some of the key skills that a guest service representative should possess:

Communication skills: A guest service representative should have excellent verbal and written communication skills to effectively communicate with guests, colleagues, and other stakeholders. They should be able to speak clearly, listen actively, and convey information in a clear and concise manner.

Customer service skills: A guest service representative should be able to provide excellent customer service by anticipating and meeting guests' needs and expectations, resolving complaints and issues, and demonstrating a positive and professional attitude.

Multitasking skills: A guest service representative should be able to handle multiple tasks simultaneously, such as answering phones, checking in guests, and processing payments, while maintaining a high level of accuracy and quality.

Problem-solving skills: A guest service representative should be able to analyze and solve problems by identifying the root cause of issues and offering appropriate solutions to guests.

Time management and organization skills: A guest service representative should be able to manage their time effectively and prioritize tasks to meet guest needs and ensure the timely completion of work.

Attention to detail: A guest service representative should have a keen eye for detail to ensure that guest requests and reservations are accurate and complete.

Computer skills: A guest service representative should be proficient in using computer systems, such as hotel management software, to manage guest reservations, check-in and check-out processes, and payment transactions.

Sales skills: A guest service representative should be able to promote hotel amenities and services, such as restaurants, spas, and conference facilities, and up-sell to guests to increase revenue.

Cultural awareness: A guest service representative should be culturally aware and sensitive to the needs and expectations of guests from different backgrounds and cultures.

Teamwork and collaboration skills: A guest service representative should be able to work effectively with other team members, such as housekeeping and maintenance staff, to ensure that guests' needs are met and the hotel runs smoothly.

Overall, a guest service representative should possess a range of technical and soft skills that enable them to provide excellent customer service and support while maintaining a positive and professional attitude.

What are the daily duties of a guest service representative?

The daily duties of a guest service representative may vary depending on the establishment they work in, but here are some common tasks that they typically perform:

Greeting guests: A guest service representative is often the first point of contact for guests, so they are responsible for warmly greeting guests and making them feel welcome.

Checking guests in and out: A guest service representative is responsible for checking guests in and out of the hotel, ensuring that they have all the necessary information about their stay, such as room location, amenities, and services.

Handling reservations: A guest service representative manages reservations and ensures that guest preferences, such as room type and special requests, are accommodated.

Answering phone calls: A guest service representative answers phone calls from guests, potential guests, and other stakeholders, providing information about the hotel's amenities, services, and policies.

Handling guest inquiries and complaints: A guest service representative is responsible for handling guest inquiries and complaints in a timely and professional manner, ensuring that guests are satisfied with the resolution.

Processing payments: A guest service representative handles payment transactions, such as collecting payment for room charges, processing credit card payments, and issuing receipts.

Managing guest requests: A guest service representative handles guest requests, such as providing extra towels, pillows, or room service, ensuring that guests' needs are met during their stay.

Providing information: A guest service representative provides guests with information about local attractions, events, and transportation options, ensuring that they have an enjoyable stay.

Maintaining records: A guest service representative maintains accurate records of guest information, reservations, and transactions, ensuring that data is properly organized and maintained.

Collaborating with other departments: A guest service representative collaborates with other departments, such as housekeeping and maintenance, to ensure that guest needs are met and the hotel operates smoothly.

Overall, a guest service representative plays a critical role in providing excellent customer service and support to guests, ensuring that they have a comfortable and enjoyable stay at the establishment.

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