Guest Service Representative

TownePlace Suites Miami Airport; Miami (FL); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Paid Time Off

Health, dental, and vision insurance

401(k) with employer match

Hotel discounts

Career growth opportunities

Job summary

TownePlace Suites Miami Airport is looking for a friendly Guest Service Representative to be the first and last point of contact for guests. You will manage check-ins/outs, reservations, wake-up calls, and guest inquiries with warmth and professionalism to ensure a seamless stay.

In this full-time role you will uphold service standards, assist with local recommendations, and log guest feedback. A positive attitude, reliability, and teamwork are essential to our hospitality family's culture.

Qualifications

• 1 year of customer service experience, hospitality preferred.
• Excellent verbal and written communication skills.
• Proficient with standard office software and reservation systems.
• Ability to multitask in a fast-paced, guest-facing environment.
• Reliable, punctual, and team-oriented.

Responsibilities

• Process guest check-ins and check-outs, confirm reservations, assign rooms, and review charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings with prompt assistance.
• Complete shift checklists and required shift reports.
• Respond to guest inquiries and concerns with professionalism and focus on satisfaction.
• Log and address guest comments or complaints to ensure guest satisfaction.
• Provide local recommendations and act as a guest services expert.
• Log maintenance work orders and coordinate with housekeeping.
• Maintain a clean, welcoming front desk and public areas.
• Greet guests warmly and maintain professional appearance.
• Follow safety and confidentiality guidelines.

Skills

Customer service

Verbal & written communication

Multi-tasking

Flexibility

Team player

Education

High school diploma or equivalent

Tools

Reservation systems

Office software

Front desk equipment

Job description

As a Guest Service Representative, you are the first and last point of contact for our guests, playing a vital role in creating a welcoming, seamless, and memorable stay. From check-in to check-out, you will assist with reservations, respond to guest needs, and ensure every interaction reflects warmth, professionalism, and efficiency.You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours.”

Job Responsibilities:

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Serve as a local expert by offering recommendations on shopping, dining, entertainment, and directions.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass-on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check-ins.
• Create and log maintenance work orders using the hotel’s work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance inaccordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications:

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellentverbal and written communication skills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Strong ability to multi-task and manage shifting priorities in a fast-paced, guest-facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team-oriented, with a positive attitude and commitment to guest satisfaction.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel needs.

Physical Demands:

• Must be able to occasionally lift or carry items up to 25 pounds.
• Requires frequent and extended periods of standing, walking, bending, stretching, pushing, pulling, and twisting throughout the shift.
• Must have manual dexterity to operate phones, computers, tablets, payment systems, and other front desk equipment.
• Ability to multi-task efficiently, including switching between guest interactions, phone calls, and administrative tasks.
• Must be able to work independently for extended periods, including low-traffic shifts when management may not be present.n
• Ability to perform in a fast-paced and high-pressure environment while maintaining composure and professionalism.

As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer match
• Exclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discount

Source: Hospitality Online