Guest Service Representative

Brandt Hospitality Group; New Hanover Township (NJ); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

PTO with immediate accrual

Wage access prior to payday

Discount program—car rentals, travel,

Hotel discounts worldwide

Health Insurance

Dental Insurance

Vision Insurance

Life insurance

401(k) with match

Holidays double time

Health Savings Account

Employee Assistance Program

Dependent Care FSA

Job summary

Brandt Hospitality Group is seeking a Guest Service Representative to warmly welcome guests on arrival and manage check-in/check-out at the front desk. You will handle reservations, payments, and inquiries while promoting our loyalty program and local attractions.

The role requires strong English communication, teamwork, and cash-handling skills. You’ll work in a fast-paced hotel setting with comprehensive benefits and opportunities to contribute to guest satisfaction.

Qualifications

• High School Diploma or GED required.
• Knowledge of front desk operations and hotel services.
• Proficiently speak, read, write, and comprehend English; multilingual helpful.
• Able to work independently and as part of a team.
• Proficient MS Office and brand operating systems knowledge.
• Strong cash handling and basic math aptitude.

Responsibilities

• Greet and welcome guests in a personable way.
• Book hotel reservations and register guests.
• Verify reservations and payment information at check-in.
• Answer calls and route messages accurately.
• Promote loyalty program and recognize members.
• Anticipate guest needs and respond promptly and professionally.
• Resolve complaints or escalate to management when needed.
• Maintain cash drawer and balance transactions during shifts.
• Keep accurate records of registrations, reservations, and walks.
• Process market and retail transactions for guests.
• Provide information on hotel facilities and local attractions.
• Restock and manage market inventory.

Skills

Front desk operations

English proficiency

Teamwork

Independence

MS Office proficiency

Cash handling

Customer service

Education

High School Diploma or GED

Tools

Cash register systems

POS systems

Brand operating systems

Job description

As Guest Service Representative, you are the first and last impression on our guests. You are responsible for check-in, check-out, front desk operations, market sales and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas. If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you!

RESPONSIBILITIES

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

QUALIFICATIONS

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Demonstrate genuine care for customers and employees.
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to work in a fast-paced environment.

BENEFITS

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance
• Dental Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
• Employer Sponsored Long-Term Disability Coverage
• 401(k) with immediate match
• Double Time for Holidays Worked
• Health Savings Account
• Employee Assistance Program (EAP)
• Dependent Care FSA