Guest Service Representative

COURTYARD - HOUSTON NASA/CLEAR LAKE; Houston (TX); On-site; USD 36,000 - 56,000; Full time

Job summary

COURTYARD - HOUSTON NASA/CLEAR LAKE is seeking a proactive front desk professional to manage guest check‑in/out, maintain privacy, and drive revenue through selling hotel services and amenities.

You will act as Manager on Duty when needed, respond to guest requests, and coordinate with management to ensure seamless service while upholding brand standards.

Qualifications

• Greet and register guests, provide room assignments, maintain guest privacy.
• Promote and sell hotel services/amenities.
• Promote repeat business with future reservations and recommendations.
• Be aware of potential sales leads from guest interactions.
• Balance cash, checks and payments at shift end.
• Learn and utilize PMS.
• Maintain Service Recovery Logs.

Responsibilities

• Greet and register guests, provide room assignments, maintain guest privacy.
• Promote and sell services/amenities of the hotel.
• Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
• Be aware of potential sales leads and contacts through guest interaction.
• Keep housekeeping and other departments informed of any special requests or needs.
• Check all credit cards for validity before the end of the shift.
• Learn and utilize PMS.
• Ensure all cash, check and miscellaneous departments are balanced at shift end.
• Assist in other areas as needed for guest satisfaction.
• Maintain a clean and professional lobby and public areas.

Skills

English proficiency

Problem solving

Conflict resolution

Multi tasking

Customer service

PMS knowledge

Education

High school diploma

Tools

PMS

Job description

Description

Provides excellent guest service in an efficient, courteous professional manner; follow LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue.

Responsible for the total front office operations: Acts as Manager on Duty as needed, responds immediately to guest requests, represents the hotel in the morning and afternoon hours, maintains thorough communication with management staff.

PREREQUISITES

Company associates have access to guestrooms and property. As such, character traits of honesty and trustworthiness are essential to this position and must be displayed at all times. Per company policy, potential associates must pass appropriate security clearances.

• Experience in service, sales, telesales or guest relations type of industry preferred
• High school diploma or equivalent of same

SUMMARY OF ESSENTIAL JOB FUNCTIONS

• Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.
• Must be able to push or pull 60 pounds unassisted and lift and/or carry 30 pounds unassisted.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear.
• Must be able to communicate with other associates and/or guests.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
• Frequent Stay Program
• Reservations procedures including cancellations and “walking” guest
• Phone etiquette and answering procedures
• Area shopping, dining, entertainment and travel directions to assist guest inquiries.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.
• Proficient in written and verbal English
• Problem solving and conflict resolution skills

Abilities:

• Multi task, remain associate and guest service centric.
• Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
• Assist with guest issues with professionalism, maintaining hospitable attitude

SPECIFIC RESPONSIBILITIES

1. Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.
2. Promote and sell services/amenities of the hotel.
3. Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.
4. Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.
5. Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.
6. Check all credit cards for validity before the end of the shift.
7. Learn and utilize PMS.
8. Ensure all cash, check and miscellaneous departments are in balance at shifts end.
9. Assist in other areas: F & B, cleanliness of property wherever assistance is needed for guest satisfaction.
10. Help maintain a clean and professional lobby, dining area; dusting vacuuming, cleaning tables, etc.
11. Have a thorough working knowledge of emergency procedures.
12. Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.
13. Report any unusual occurrences or request to the manager.
14. Maintain certification from a responsible
15. Utilize Service Recovery Log and other necessary communication logs from shift to shift.
16. Maintain stock/cleanliness in the market area.
17. Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen accord to proper standards.
18. Other duties as assigned, including assisting in other departments such as laundry, housekeeping or food and beverage.

WORKING CONDITIONS/SPECIAL REQUIREMENTS

• This position requires a physical presence at the hotel and is not conducive of telecommuting or remote work.
• Standing, walking for long periods of time while maintaining a friendly professional image.
• May be required to work any day/shift, including weekends.

POSITIONS FOR POSSIBLE ADVANCEMENT

• Assistant General Manager
• Guest Service Manager
• Guest Service Supervisor

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.