Guest Service Representative

Vision Hospitality Group, Inc.; Duluth (GA); On-site; USD 28,000 - 42,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

401(k) and matching

Life Insurance

Employee Assistance Program

Stay discounts

Job summary

Vision Hospitality Group, Inc. is seeking a Guest Services / Front Desk Representative to deliver outstanding service at the front desk. This role supports check-in/check-out, guest requests, and coordination with housekeeping, while maintaining accurate cash handling and systems operation.

The position requires flexible rotating shifts and a commitment to our ONE TEAM. ONE VISION philosophy, with a focus on guest satisfaction and exemplary service in a dynamic hospitality environment.

Qualifications

• Maintain confidentiality of business functions, guest information and employee matters.
• Ensure security of guests, staff and hotel assets.
• Knowledge of fire alarm systems and evacuation procedures.
• Flexible schedule and ability to work shifts.
• Effective written, telephonic and in-person communication.
• Maintain organized work area and integrity in all tasks.
• Respect diverse cultures and backgrounds and uphold service values.
• Capable of lifting up to 25 pounds and performing in a physical environment.
• Proficient in operating hotel PMS and office equipment.
• Clear spoken English and attentive listening.

Responsibilities

• Greet guests and manage check-in/check-out with accuracy and courtesy.
• Respond to guest requests promptly and professionally.
• Operate PBX phone system, PMS, and general office equipment.
• Assist with upselling rooms and coordinating with housekeeping.
• Maintain cash drawer balance and process payments.
• Communicate with departments to ensure room readiness and guest satisfaction.
• Provide personalized service and uphold ONE TEAM, ONE VISION philosophy.
• Support team as needed to ensure smooth hotel operations.

Skills

Confidentiality

Guest security

Fire alarm knowledge

Shift flexibility

Communication skills

Organized

Integrity

Diversity awareness

Physical stamina

English proficiency

Job description

Guest Services / Front Desk Representative (Rotating Shifts)

Our Culture

We are a highly entrepreneurial company limited only by our imagination. Diversity and teamwork are major aspects of our culture. Our property associates are a highly team-focused group bringing out the uniqueness of each associate to provide great products and services. Success comes to those who continuously seek opportunities to learn and pass on new knowledge. We always strive to be better, never bored, and never complacent. Our teams thrive on hard work, inclusivity, and producing outstanding experiences. We endeavor to make our fellow associates feel comfortable and entrepreneurial so that they can engage unhindered. Finally, giving back to the community is also vital to our culture. Our properties live by the philosophy that they are an important part of their communities and look for ways to partner in the local community to make a difference.

Job Description

Guest Service Representative consistently delivers outstanding customer service to each guest every time ensuring that the highest standards are upheld and guest expectations are exceeded through the check-in/check-out process, in person throughout their stay and in telephone communications. Guest Service Representatives respond to guest’s requests with a sense of urgency and concern. Guest Service Representative is the communication and information center for guests, fellow employees, vendors, and other outside business representatives. They perform a variety of clerical duties including basic computer work, reception and simple accounting tasks. Specifically, you will be responsible for performing the following tasks to the highest standards. The person in this position must be able to roll their sleeves up and assist our teams when needed, living our “ONE TEAM. ONE VISION.” philosophy. This person must also provide innovative ways that align with our mission to be the best, most respected hotel company in America.

The Job Is Simple

Focus on ways to promote and engage in internal growth programs. Continuously exemplify and live by our Culture. Meet/exceed our company goals and three metrics.

• Complete all required training
• Adhere to all standard operating procedures and property specific brand standards
• Perform any other duties as requested by management to aid in better operation of the hotel and service to the guests
• Provide personalized, friendly service to every guest and associate
• Have knowledge of all hotel systems including PBX phone system, key card system, PMS reservation systems, and general office machines
• Complete all tasks described on the relevant shift check list during shift
• Have knowledge of fire alarm system and Emergency/evacuation procedures
• Check the credit of guest accounts daily and follow up if action is required
• Have knowledge of surrounding area
• Be responsible for security of guests, fellow employees, and hotel assets
• Keep cash drawer secure and in balance throughout the shift
• Communicate with housekeeping department in order to ensure an ample supply of clean rooms
• Sell and up-sell rooms to walk-ins and phone reservations
• Have general knowledge of housekeeping, bed making, vacuuming, etc.
• Strive for the consistent goal of 100% occupancy and 100% guest satisfaction
• Have professional telephone & communication skills
• Have patience and understanding for every person encountered

Necessary Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Must be responsible for security of guests, fellow employees and hotel assets
• Have knowledge of fire alarm system and evacuation procedures
• Able to report to scheduled shifts
• Able to communicate effectively in writing, by telephone and in person.
• Able to work a flexible schedule
• Is organized, honest, and works well with others
• Maintain a clean and attractive work area, uniform, and person Has the highest degree of integrity and is humble, living by the Golden Rule
• Able to work with people from diverse cultures and backgrounds
• Values of dedication, innovation, showing respect, being driven by excellence, being community-focused, and having a spirit of service.
• Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds
• Can perform work for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far
• Must be able to use/lift arms for up to 8 hours
• Must be able to handle and work well under pressure
• Have finger dexterity for operating equipment such as computers
• Able to understand operating of computer PMS systems and functions with minimal supervision and recall task to preform needed guest functions
• Must speak in a clear, understandable voice, hear at a basic level, and understand English

Vision Hospitality Group is an equal opportunity/AA/Disability/Veteran employer. As an Equal Opportunity Employer, Vision Hospitality Group celebrates diversity and is committed to creating an equitable and inclusive environment and a sense of belonging for all associates. We do not discriminate and believe everybody should be proud of who they are, represent their culture and heritage, and live by the Golden Rule.

Vision Hospitality Group LLC, Offers The Following Benefits

• Paid Time Off
• Optional Health, Wellness and Care benefits
• Health Reimbursement Program
• Flexible Spending AccountStay Discounts
• Optional Company paid Life Insurance
• 401(k) and 401(k) matching
• Employee Assistance Program
• Several Voluntary and Supplemental Insurance Options
• Select Paid Holidays and One Personal Floating Holiday
• Loyalty Incentives and Other Unique Incentive Programs