Guest Service Representative

Olympia Hospitality; Orono (ME); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Health coverage

401K

Life insurance

Paid time off

Paid holidays

Earned wage access

Employee assistance program

Recovery-friendly workplace

Hotel travel discounts

Job summary

The Olympia Companies are seeking a Guest Service Representative to greet guests, manage reservations, and support a seamless check-in/check-out experience at our Maine property. You will handle inquiries, coordinate with departments, and ensure guest satisfaction through accurate transactions and courteous service.

Prior customer service experience is preferred. This role emphasizes strong communication, attention to detail, and the ability to learn quickly in a fast-paced hospitality

Qualifications

• Experience in guest services or front desk environments.
• Ability to learn quickly and adapt to new systems.
• Excellent communication and problem-solving skills.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide information about hotel amenities, services, and local attractions.
• Respond promptly to guest inquiries via phone, email, or in person.
• Handle reservations, cancellations, and modifications accurately and efficiently.
• Process payments and maintain accurate records of guest transactions.
• Address guest concerns and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to fulfill guest requests and preferences.
• Maintain a clean and organized front desk area.
• Assist with luggage handling and transportation arrangements as needed.
• Uphold company policies and procedures to ensure safety and security of guests.

Skills

Customer service

Communication skills

Attention to detail

Phone skills

Education

High school diploma or equivalent

Job description

The guest service rep maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check‑in, check‑out, and problem resolution.

Benefits

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short‑term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work‑life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery‑friendly workplace, we're here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

Responsibilities

• Greet guests upon arrival and ensure a smooth check‑in process.
• Provide information about the hotel's amenities, services, and local attractions.
• Respond promptly to guest inquiries via phone, email, or in person.
• Handle reservations, cancellations, and modifications accurately and efficiently.
• Process payments and maintain accurate records of guest transactions.
• Address guest concerns and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to fulfill guest requests and preferences.
• Maintain a clean and organized front desk area.
• Assist with luggage handling and transportation arrangements as needed.
• Uphold company policies and procedures to ensure the safety and security of guests and their belongings.
• Collaborate with the housekeeping team to ensure rooms are ready for guest occupancy.
• Provide exceptional customer service to enhance the overall guest experience.
• Keep abreast of developments in the hospitality industry and participate in training programs as required.

Skills Required

• Provide high‑level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure; demonstrates very good phone skills.

Experience / Education

• Prior customer service experience is preferred; high school diploma and/or equivalent work experience preferred, but not required.

Physical Demands

• This is a physically demanding job that requires extended periods of walking and standing with some bending and lifting. Reasonable accommodations may be made to enable eligible employees to perform the essential functions.

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applica