Guest Service Representative

CAPTION BY HYATT CHATTANOOGA; Chattanooga (TN); On-site; USD 27,000 - 36,000; Full time

Job summary

Caption by Hyatt Chattanooga is hiring a Guest Service Representative for the Front Desk on 2nd shift (3pm–11pm). You will welcome guests, check them in/out, process payments, and apply selling strategies to support hotel revenue.

Join our team to enjoy benefits like quarterly bonuses, PTO/holidays, 401k with match, DailyPay, hotel discounts, and more. This role may serve as Manager on Duty when assigned.

Qualifications

• Previous customer service, sales, reservations, or guest-relations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills.

Responsibilities

• Welcome, register and check out guests while protecting privacy and handling requests.
• Manage reservations, room assignments, cancellations, and loyalty-program participation.
• Answer calls and provide information about hotel services, rates, amenities, and area.
• Operate the property-management system to post charges, prepare bills, collect payments, and balance transactions.
• Verify payment methods and reconcile cash, checks, and cards at shift end.
• Promote hotel services, amenities, future reservations, and room options.
• Identify sales opportunities and share leads with the team.
• Resolve guest concerns professionally and document recovery efforts.
• Communicate special requests, late checkouts, maintenance needs across departments.
• Maintain a clean, organized lobby/front desk area.
• Follow privacy, safety, security, cash-handling, and emergency procedures.
• Assist housekeeping, laundry, F&B as needed.

Skills

Strong communication

Problem-solving

Conflict-resolution

Computer skills

Education

High school diploma or equivalent

Job description

Description

LBA Hospitality is hiring at the Caption Chattanooga! Guest Service Representatives work at our Front Desk and we're hiring for 2nd shift (3pm - 11 pm). Benefits available to all associates include: a quarterly bonus program, paid time off (PTO and holidays), 401k with Employer Match, Option to be paid daily with DailyPay, competitive wages, hotel discounts, and so much more!

Join our hospitality team and help create a welcoming, memorable experience for every guest. The Guest Service Representative manages front-desk activities, responds to guest needs, processes reservations and payments, and uses effective selling strategies to support hotel revenue. This position may also serve as Manager on Duty when assigned.

Key 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.

Requirements

Qualifications

• Previous customer service, sales, reservations, or guest-relations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, conflict-resolution, and computer skills.
• Dependable, trustworthy, detail-oriented, and able to manage multiple priorities professionally.

Physical and Scheduling Requirements

• With or without reasonable accommodation, the associate must be able to stand and walk for extended periods; bend, stretch, and reach; lift or carry up to 30 pounds; and push or pull up to 60 pounds. This on-site position may require varied shifts, including evenings, weekends, and holidays.
• Employment may be subject to job-related screening consistent with company policy and applicable law.