Guest Experience & Reservations Associate | Bonus Eligible

RESIDENCE INN - DOTHAN; Dothan (AL); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Quarterly bonus program

PTO & holidays

401k with Employer Match

DailyPay option

Job summary

RESIDENCE INN - DOTHAN is seeking a Guest Service Representative to join our front desk team, delivering a welcoming experience for guests and handling reservations, payments, and inquiries.

The successful candidate will have customer service experience, strong communication skills, and the ability to multi-task in a fast-paced hotel environment. This on-site role involves varied shifts, including evenings, weekends, and holidays.

Qualifications

• Prior customer service, sales, reservations, or guest-relations experience is preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills are expected.
• Dependable, trustworthy, detail-oriented, and able to manage multiple priorities professionally.

Responsibilities

• Welcome, register, and check out guests while protecting confidential information and accommodating requests when possible.
• Manage reservations, room assignments, cancellations, special requests, and guest loyalty-program participation.
• Answer telephone calls and provide accurate information about hotel services, rates, amenities, and the surrounding area.
• Operate the property-management system to post charges, prepare bills, collect payments, and balance transactions.
• Verify payment methods and complete cash, check, credit-card, and departmental reconciliation at the end of each shift.
• Promote hotel services, amenities, future reservations, and available room options.
• Identify potential sales opportunities and share leads with the appropriate team member.
• Resolve guest concerns professionally and document service‑recovery efforts.
• Communicate special requests, late checkouts, maintenance needs, and other important information across departments and shifts.
• Maintain a clean, organized lobby, market, dining, and front‑desk area.
• Follow all guest‑privacy, safety, security, cash‑handling, and emergency procedures.
• Assist housekeeping, laundry, food and beverage, or other departments when operational needs require.

Skills

Customer service

Reservations

Sales

Communication

Problem-solving

Computer skills

Education

High school diploma or equivalent

Job description

RESIDENCE INN - DOTHAN is seeking a Guest Service Representative to join our front desk team, delivering a welcoming experience for guests and handling reservations, payments, and inquiries.

The successful candidate will have customer service experience, strong communication skills, and the ability to multi-task in a fast-paced hotel environment. This on-site role involves varied shifts, including evenings, weekends, and holidays.