Guest Experience Specialist - Hospitality & Wellness

Glass-Light-Hotel-; Norfolk (VA); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Health insurance

401K plan with match

Life insurance

Paid time off

Paid holidays

Earned wage access

Employee Assistance Program (EAP)

Hotel travel discounts

Job summary

Olympia Hospitality is seeking a Guest Service Representative to welcome guests, manage reservations, and provide information about hotel amenities and local attractions. You will handle check‑in/check‑out, process payments, and coordinate with other departments to fulfill guest requests while maintaining a high level of customer service.

Experience in customer service is preferred, with a focus on accurate record-keeping, effective communication, and maintaining composure under pressure.

Qualifications

• Prior customer service experience is preferred.
• High school diploma or equivalent preferred, but not required.
• Willing to learn quickly and maintain composure under pressure; strong phone skills.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide information about hotel amenities, services, and local attractions.
• Respond promptly to guest inquiries via phone, email, or in person.
• Handle reservations, cancellations, and modifications accurately and efficiently.
• Process payments and maintain accurate records of guest transactions.
• Address guest concerns and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to fulfill guest requests and preferences.
• Maintain a clean and organized front desk area.
• Assist with luggage handling and transportation arrangements as needed.
• Uphold company policies and procedures to ensure safety and security of guests and belongings.
• Collaborate with housekeeping to ensure rooms are ready for occupancy.
• Provide exceptional customer service to enhance the guest experience.
• Keep abreast of developments in hospitality and participate in training.

Skills

Customer service

Education

High school diploma or equivalent

Job description

Olympia Hospitality is seeking a Guest Service Representative to welcome guests, manage reservations, and provide information about hotel amenities and local attractions. You will handle check‑in/check‑out, process payments, and coordinate with other departments to fulfill guest requests while maintaining a high level of customer service.

Experience in customer service is preferred, with a focus on accurate record-keeping, effective communication, and maintaining composure under pressure.