Guest Service Representative

Olympia Hospitality; Conway (NH); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health coverage

401K with discretionary match

Paid time off (PTO)

Paid holidays

Employee travel discounts

Job summary

The North Conway Grand Hotel in New Hampshire, part of Olympia Hospitality, is seeking a guest service representative to greet guests, manage reservations, and assist with check-in/check-out with warmth and accuracy.

You will handle inquiries by phone, email, or in person, coordinate with housekeeping, process payments, and help ensure an exceptional guest experience. This role supports our team-first culture and growth opportunities.

Qualifications

• Prior guest service experience preferred.
• High school diploma or equivalent preferred but not required.

Responsibilities

• Greet guests and ensure a smooth check-in process.
• Provide information about the hotel's 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.
• Collaborate with housekeeping and other departments to fulfill guest requests.

Skills

Customer service

Phone communication

Check-in accuracy

Education

High school diploma or equivalent

Job description

The North Conway Grand Hotel is excited to begin a new chapter under the management of Olympia Hospitality, a hospitality company known for creating people-focused cultures and exceptional guest experiences.

We’re more than just a team - we’re a community dedicated to making a difference every day.

At Olympia Hospitality, we create a fun, supportive environment where growth never stops, and success is celebrated together. Guided by our values of continuous improvement, accountability, concern for others, and trust, we foster a culture of collaboration and integrity. If you’re passionate, driven, and ready to thrive, we’d love to have you on your team.

The guest service rep maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.

Pay $20.00 per hour!

Join a Team that Puts Your Well-Being First!

At Olympia Hospitality, we believe in supporting our employees both in and out of the workplace. When you join us, you’re not just getting a job - you’re joining a family-first organization that cares about your health and wellness, your future, and your overall satisfaction.

Here’s how we show our commitment:

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short-term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work-life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery-friendly workplace, we're here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

We’re more than just a business—we’re a values-driven organization that believes in creating an environment where every team member can thrive. Our core values guide everything we do, from how we interact with each other to how we serve our guests and community. Join us at Olympia Hospitality and take the next step toward a fulfilling, balanced, and supported career.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide information about the hotel's 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 the safety and security of guests and their belongings.
• Collaborate with the housekeeping team to ensure rooms are ready for guest occupancy.
• Provide exceptional customer service to enhance the overall guest experience.
• Keep abreast of developments in the hospitality industry and participate in training programs as required.

Skills Required

• Provide high-level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure; demonstrates very good phone skills.

Experience / Education

• Prior customer service experience is preferred; high school diploma and/or equivalent work experience preferred, but not required.

Physical Demands

• This is a physically demanding job that requires extended periods of walking and standing with some bending and lifting. Reasonable accommodations may be made to enable eligible employees to perform the essential functions.

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.