Guest Service Representative

Job Summary:
The Guest Service Representative (GSR) plays a critical role in delivering a safe, clean, and welcoming experience to every guest. As the first point of contact at the front desk, the GSR is responsible for check-ins, check-outs, reservations, guest assistance, and ensuring the lobby and front office areas reflect our high standards. This role also supports overall property operations and may assist with laundry and housekeeping prep as needed.

Essential Duties and Responsibilities:

• Greet all guests with a professional, friendly attitude and provide exceptional service throughout their stay.
• Complete check-in and check-out procedures accurately, issue keys, and handle payments and guest accounts.
• Manage reservations, room assignments, and occupancy records using property management systems.
• Answer guest questions, resolve issues, and escalate concerns to the General Manager when appropriate.
• Maintain front desk and lobby area cleanliness, restock supplies, and ensure the space is presentable and secure.
• Prepare housekeeping carts, handle laundry, or support cleaning tasks as needed to ensure room readiness.
• Monitor the property for safety, cleanliness, and policy compliance and report issues to management.
• Perform other job duties as assigned.

Qualifications:

• High school diploma or equivalent preferred.
• Previous customer service or hospitality experience a plus, but not required.
• Basic computer skills and ability to learn reservation and payment systems.
• Ability to read, write, and communicate clearly in English. Bilingual in Spanish a plus.
• Must be at least 18 years of age.
• Must be legally authorized to work in the United States without current or future visa sponsorship.

Expectations:

• Maintain a professional appearance and deliver service in line with company values.
• Be punctual, dependable, and available to work scheduled shifts, including evenings, weekends, and holidays, with flexibility to support additional coverage when needed.
• Follow all safety, security, and operational procedures as trained.
• Maintain confidentiality of guest information and company data.
• Demonstrate adaptability in a fast-paced environment with changing priorities.
• Work as part of a team and support shared property goals.

Physical Requirements:

• Must be able to use a computer, phone, and other standard office or front desk equipment for extended periods.
• Must be able to stand, walk, and climb stairs for long periods during a shift.