Guest Service Representative

Generation Hospitality; Gilbert (AZ); On-site; USD 19,000 - 23,000; Part time

Job summary

Springhill Suites Gilbert, part of Generation Hospitality, is hiring a Guest Service Representative to deliver warm, professional service at the front desk in a brand-new hotel within the SanTan Village area.

This position is part-time and hourly, requiring strong communication, reliability, and the ability to multitask in a fast-paced hospitality environment. You will handle check-ins/outs, guest inquiries, and coordinate with housekeeping and maintenance to ensure guest satisfaction.

Qualifications

• Previous customer service or front desk experience preferred.
• Strong verbal communication skills in English.
• Courteous, patient, solution-focused service in a fast-paced environment.
• Basic math and computer skills, familiarity with POS or reservation software.
• Excellent attention to detail when handling guest information and payments.
• Ability to handle sensitive situations with tact and discretion.
• Strong organizational and multitasking skills.
• Reliable, punctual, part-time schedule including evenings, weekends, and holidays.
• Ability to stand for extended periods and lift/move items as needed.
• GED or high school diploma required; hospitality coursework is a plus.
• Eligibility to work in the United States.

Responsibilities

• Greet guests warmly upon arrival and departure with professional service.
• Manage check-in and check-out, verify reservations, process payments, issue keys.
• Answer calls and respond to inquiries about rooms, rates, amenities, and local info.
• Coordinate with housekeeping and maintenance to ensure rooms are ready as scheduled.
• Handle guest requests (extras, room changes, wake-up calls) promptly.
• Resolve guest concerns or complaints with empathy, escalating when needed.
• Enter/update guest info and reservations in the PMS.
• Process payments, refunds, and adjustments per policy; maintain cash drawer.
• Communicate clearly with teammates across shifts for smooth handoffs.
• Promote hotel services, features, and offers to drive repeat business.
• Follow safety, security, and confidentiality procedures.
• Maintain a clean, organized front desk and lobby area.
• Support other tasks based on business levels.

Skills

Customer service

Front desk experience

English communication

Math & POS familiarity

Computer skills

Attention to detail

Multitasking

Reliability & punctuality

Evening/weekend flexibility

Guest interaction etiquette

Stand/walk for long periods

Education

High school diploma or equivalent

Hospitality training a plus

Job description

Guest Service Representative

Generation Hospitality Gilbert, Arizona, United States

About this position

Springhill Suites Gilbert

The brand new Springhill Suites by Marriott Gilbert (located in the SanTan Village area) is ready for you to join an amazing team to deliver exceptional guest experience. We are seeking friendly and professional Guest Services Agents to join our hospitality team. This role is vital as Guest Service agents are the face of the hotel. The ideal candidate will possess strong customer service skills, a welcoming demeanor, and the ability to manage guest interactions efficiently. We need team players that are willing to so whatever is necessary to put the guest first. We love to cross-train, have fun, and strive to bring out the best in each other.

About The Role

The Guest Service Representative plays a key front-line role in creating a welcoming, efficient, and memorable experience for every guest. As an hourly, part-time team member, you will be the primary point of contact for check-in, check-out, room inquiries, and general guest support. You will work closely with housekeeping, maintenance, and other hotel teams to ensure rooms are ready on time, guest requests are handled promptly, and any issues are resolved with professionalism and care. This position is ideal for someone who enjoys working with people, thrives in a fast-paced hospitality environment, and takes pride in delivering consistently high levels of service.

What You’ll Do

• Greet all guests warmly upon arrival and departure, providing friendly and professional service at all times.
• Manage the check-in and check-out process, including verifying reservations, processing payments, and issuing room keys.
• Answer phone calls and respond to guest inquiries regarding room availability, rates, amenities, and local information.
• Coordinate closely with the housekeeping, and maintenance teams to ensure rooms are clean, prepared, and available as scheduled.
• Handle guest requests such as extra amenities, room changes, wake-up calls, and special accommodations in a timely manner.
• Resolve guest concerns or complaints with empathy and discretion, escalating issues to a supervisor when necessary.
• Accurately enter, update, and maintain guest information and reservations in the property management system.
• Process payments, refunds, and adjustments according to company policies and maintain an accurate cash drawer when applicable.
• Communicate clearly with teammates across shifts to ensure smooth handoffs and consistent guest service.
• Promote hotel services, features, and special offers to enhance the guest experience and drive repeat business.
• Follow all safety, security, and confidentiality procedures, including handling guest information in compliance with company standards.
• Maintain a clean, organized, and welcoming front desk and lobby environment.
• Support other operational tasks as needed, based on business levels and staffing.

Qualifications

• Previous customer service or front desk experience in hospitality, retail, or a related field preferred.
• Strong verbal communication skills in English, with the ability to interact professionally with diverse guests and team members.
• Proven ability to provide courteous, patient, and solution-focused service in a fast-paced environment.
• Basic math and computer skills, including familiarity with point-of-sale systems or reservation software (training provided).
• Excellent attention to detail and accuracy when handling guest information, reservations, and payments.
• Ability to handle sensitive situations and guest complaints with tact, discretion, and sound judgment.
• Strong organizational and multitasking skills, with the ability to prioritize tasks during busy periods.
• Reliable, punctual, and able to work a part-time, hourly schedule that includes evenings, weekends, and holidays based on business needs.
• Ability to stand for extended periods and occasionally lift or move items (such as luggage or supplies) as required.
• High school diploma or equivalent (GED) required; additional hospitality training or coursework is a plus.
• Eligibility to work in the country of employment and willingness to comply with all company policies and procedures.