Guest Service Representative

Rodeway Inn & Suites; Norfolk (NE); On-site; USD 17,000 - 25,000; Full time

Job summary

Rodeway Inn & Suites is seeking a Guest Service Representative to greet guests, assist with check-in/check-out, and respond to inquiries with a focus on exceptional service. You will handle reservations, collaborate with housekeeping and maintenance, and ensure a clean, organized front desk area.

The role requires strong communication skills, attention to detail, and the ability to work flexible hours, including evenings and weekends. Prior hospitality or customer service experience is preferred.

Qualifications

• High school diploma or equivalent or higher.
• Experience in customer service preferred, hospitality is a plus.
• Excellent communication and interpersonal skills required.
• Willingness to work flexible hours including evenings, weekends and holidays.

Responsibilities

• Greet and welcome guests on arrival in a friendly, professional manner.
• Check-in and check-out guests accurately and efficiently.
• Answer inquiries about amenities, services, and local attractions.
• Assist with reservations and modifications via phone, email, or online.
• Handle guest concerns with empathy and seek timely resolutions.
• Maintain accurate records of guest interactions in the PMS.
• Coordinate with housekeeping/maintenance to ensure room readiness.
• Provide information on hotel policies and emergency procedures.

Skills

Customer-focused

Excellent communication

Multitasking

Professional appearance

Education

High school diploma or equivalent

Hospitality-related coursework (plus)

Tools

Hotel operations software

Job description

Job Summary: The Guest Service Representative is the first point of contact for guests in a hospitality setting. This role is responsible for providing exceptional customer service, addressing guest inquiries, and ensuring a positive guest experience throughout their stay.

Key Responsibilities:

• Greet and welcome guests upon arrival in a friendly and professional manner.
• Check-in and check-out guests accurately and efficiently, handling all related paperwork.
• Respond to guest inquiries regarding amenities, services, and local attractions.
• Assist with reservations and modifications through various channels (phone, email, online).
• Handle guest complaints and concerns with empathy and seek resolution to ensure satisfaction.
• Maintain accurate records of guest interactions and transactions in the property management system.
• Collaborate with housekeeping and maintenance teams to ensure guest accommodations are up to standard.
• Provide information regarding hotel policies, procedures, and emergency protocols.
• Uphold a high standard of cleanliness and organization in the front desk area.

Qualifications:

• High school diploma or equivalent; additional education in hospitality or related field is a plus.
• Previous experience in a customer service role, preferably in the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in using computer systems and software applications related to hotel operations.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Skills:

• Customer-focused with a friendly and approachable demeanor.
• Ability to multitask and manage time effectively.
• Professional appearance and behavior.
• Knowledge of local area and attractions is an advantage.