Guest Experience Concierge – Front Desk Professional

TownePlace Suites Plant City; Florida; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Time Off

Health insurance (medical/dental/eyes)

401(k) with employer match

Hotel discounts

Career growth opportunities

Volunteer time off

Lifestyle discounts

Job summary

TownePlace Suites Plant City is seeking a Guest Service Representative to be the first and last point of contact for guests, ensuring a welcoming, seamless, and memorable stay. You will assist with reservations, respond to guest needs, and reflect warmth and professionalism throughout every interaction.

Responsibilities include processing check-ins/outs, managing reservations, and providing local recommendations while maintaining accurate logs and ensuring safety and confidentiality.

Qualifications

• At least 1 year of customer service experience, preferably in hospitality.
• Excellent verbal and written communication with a friendly, professional demeanor.
• Proficient with computers and standard office software and reservation systems.
• Strong multi-tasking ability in a fast-paced, guest-facing environment.
• Sound judgment and adherence to company policies and procedures.
• Reliable, punctual, and team-oriented with a customer-first mindset.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Serve as a local expert by offering recommendations on shopping, dining, entertainment, and directions.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass-on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check-ins.
• Create and log maintenance work orders using the hotel's work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance inaccordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Skills

Customer service

Verbal communication

Reservation systems

Multitasking

Tools

Reservation software

MS Office

Job description

TownePlace Suites Plant City is seeking a Guest Service Representative to be the first and last point of contact for guests, ensuring a welcoming, seamless, and memorable stay. You will assist with reservations, respond to guest needs, and reflect warmth and professionalism throughout every interaction.

Responsibilities include processing check-ins/outs, managing reservations, and providing local recommendations while maintaining accurate logs and ensuring safety and confidentiality.