Guest Service Rep

Dreamscape Hospitality; Freeport (IL); On-site; USD 32,000 - 40,000; Full time

Job summary

Dreamscape Hospitality in Freeport, IL, is seeking a Guest Service Agent to deliver exceptional service at the front desk. You will check guests in and out, handle reservations, and greet visitors with warmth. This role requires strong communication, the ability to multitask in a fast-paced hotel environment, and basic computer skills.

Prior hospitality experience is preferred. You will contribute to a memorable guest experience by offering local recommendations and ensuring a smooth, friendly

Qualifications

• High school diploma or equivalent required; some hospitality training preferred.
• Experience in customer service, hospitality, or related field preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Greet guests, check in, and provide information about services and amenities.
• Handle check-outs with accurate billing and payment processing.
• Answer calls, respond to inquiries, and resolve guest issues.
• Make, modify, and cancel reservations as needed.
• Provide concierge services and local recommendations.
• Maintain a tidy front desk and assist with luggage as needed.
• Uphold hotel standards of quality and hospitality.

Skills

Customer service

Communication

Multitasking

Hospitality training

Education

High school diploma or equivalent

Some college or hospitality training

Tools

Hotel reservation software

Job description

Job Summary

The Guest Service Agent is responsible for providing exceptional customer service to hotel guests, ensuring a memorable experience. This role involves checking guests in and out, handling reservations, and addressing guest inquiries and needs.

Key Responsibilities

• Greet guests upon arrival, check them in, and provide information about the hotel’s services and amenities.
• Handle guest check-outs, ensuring accurate billing and payment processing.
• Answer and manage incoming calls, responding to guest inquiries, and providing solutions to guest issues.
• Make, modify, and cancel guest reservations as needed.
• Provide concierge services, such as recommending local attractions, restaurants, and activities.
• Maintain a tidy and organized front desk area.
• Assist with luggage handling and other guest services as required.
• Uphold the hotel’s standards of quality and hospitality at all times.

Requirements

Qualifications

• High school diploma or equivalent required; some college or hospitality training preferred.
• Previous experience in customer service, hospitality, or related field preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills; experience with hotel reservation software is a plus.
• Must be able to work flexible hours, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand, walk, and remain on feet for extended periods.
• Ability to lift and carry up to [X] pounds occasionally (consider adjustments based on specific needs).
• Visual and auditory ability to interact with guests, answer phones, and perform job duties safely.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Work Environment

• This job operates in a professional hotel environment.
• The role routinely uses standard office equipment such as computers, phones, and photocopiers.
• The noise level in the work environment is usually moderate.

Equal Employment Opportunity

Dreamscape is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are committed to providing reasonable accommodation to qualified individuals with disabilities to enable them to perform the essential functions of the job.