Guest Service Representative

HAMPTON INN & SUITES - ORLANDO NORTH/ALTAMONTE SPRINGS; Florida; On-site; USD 40,116,000 - 51,577,000; Full time

Benefits offered by this job

Quarterly bonus

Paid time off

401k with Employer Match

DailyPay

Hotel discounts

Job summary

HAMPTON INN & SUITES - ORLANDO NORTH/ALTAMONTE SPRINGS is hiring a Guest Service Representative to join the front desk team. You will register guests, handle check-ins/check-outs, and process reservations while promoting hotel services and ensuring guest satisfaction.

Responsibilities include answering calls, managing payments, and balancing transactions, with potential to support other departments as needed.

Qualifications

• Prior customer service or reservations experience preferred.
• High school diploma or equivalent preferred.
• Strong communication, problem-solving, and computer skills.
• Dependable, detail-oriented, and able to multi-task.

Responsibilities

• Welcome, register, and check out guests while protecting information.
• Manage reservations, room assignments, cancellations, and loyalty-programs.
• Answer calls and provide information about services and area.
• Operate the PMS to post charges, collect payments, and balance transactions.
• Verify payments and reconcile cash, checks, and cards.
• Promote hotel services, amenities, and future bookings.
• Identify sales opportunities and share leads with teammates.
• Resolve guest concerns professionally and document service-recovery efforts.
• Communicate special requests across departments and shifts.
• Maintain a clean lobby, market, dining, and front-desk area.
• Follow privacy, safety, cash-handling, and emergency procedures.
• Assist housekeeping, laundry, F&B when needed.

Skills

Customer service

Sales

Reservations

Guest relations

Communication skills

Problem solving

Conflict resolution

Computer skills

Multitasking

Education

High school diploma or equivalent

Tools

Property management system (PMS)

Job description

Description

LBA Hospitality is hiring! 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.