Guest Service Representative

Spire Hospitality; Park Ridge (NJ); On-site; USD 23,419 - 26,174; Part time

Job summary

Spire Hospitality is seeking a guest services associate in Park Ridge, NJ to answer calls, assist guests, and coordinate with departments to fulfill requests. You will provide information on rooms, amenities, and local attractions while handling payments and coordinating with food & beverage orders as needed.

The role emphasizes professionalism, clear communication, and teamwork to ensure guest satisfaction and a safe, efficient operation.

Qualifications

• Provide friendly, accurate information to guests and handle requests promptly.
• Answer calls, emails, chats, and other guest communications professionally.
• Maintain confidentiality and protect property assets.

Responsibilities

• Answer guest questions and process requests via phone, email, chat, and mobile devices.
• Log guest issues and coordinate with appropriate departments to resolve them.
• Provide information on room features, amenities, and local attractions.
• Assist with food & beverage orders and record transactions in the POS system.
• Ensure compliance with safety, security, and company policies.

Skills

Customer service

Clear communication

Guest relations

Multitasking

Job description

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake‑up calls, and connect and direct calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact the appropriate individual or department (e.g., bell person, housekeeping), and follow up with the guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process food & beverage orders, answer questions on menu selection and record transactions in a point‑of‑sale system. Assist guests with accessing internet and guest‑room entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge.

Assist guests with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by supervisors.

Safety and Security

• Follow property‑specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Report work‑related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Comply with quality assurance expectations and standards.

Guest Relations

• Address guests’ service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property‑specific processes to resolve issues, delight, and build trust.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individual or department (e.g., bell person, front desk, housekeeping, engineering, security/loss prevention) as necessary to resolve guest call, request, or problems.

Pay per Hour $17.50

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.