Guest Service Representative

Ontario Trillium Foundation; Norfolk (NE); On-site; USD 28,000 - 36,000; Full time

Job summary

The Guest Service Representative role is the first point of contact for guests in a hospitality setting, tasked with providing exceptional customer service and addressing inquiries to ensure a positive experience throughout the stay.

Responsibilities include greeting guests, handling check-in/check-out, assisting with reservations, resolving issues with empathy, and maintaining accurate records in the front desk system while coordinating with housekeeping and maintenance.

Qualifications

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

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 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.

Skills

Customer service

Hospitality

Communication

Multitasking

Attention to detail

Hospitality software experience

Education

High school diploma

Hospitality coursework

Tools

Property Management System (PMS)

Reservation 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.