Guest Service Representative

The Wurzak Hotel Group; Saint Petersburg (FL); On-site; USD 28,000 - 35,000; Full time

Job summary

The Wurzak Hotel Group is looking for a Guest Service Representative in Saint Petersburg, Florida. In this role, you will be responsible for greeting guests, processing check-ins and check-outs, and ensuring compliance with cash handling and accounting policies.

Ideal candidates should have a high school education, customer service experience, and the ability to handle guest inquiries professionally. The position requires attention to detail, effective communication skills, and a friendly demeanor.

Qualifications

• 1-2 years of customer contact experience preferred.
• Familiarity with hospitality industry practices.
• Ability to operate a computer, calculator, and phone.

Responsibilities

• Process guest check‑ins and check‑outs following policies.
• Answer inquiries about hotel services and assist guests.
• Report maintenance problems promptly.

Skills

Customer service skills

Basic accounting skills

Attention to detail

Time management skills

Education

High school education or equivalent

Job description

The Guest Service Representative greets guests, processes check‑ins and check‑outs, issues room keys, answers questions, and resolves guest requests in a safe and efficient manner in compliance with policies and procedures, brand standards, and federal, state, and local regulations. They process guest bills, collect payments, and ensure compliance with cash handling, credit card processing, and accounting policies. They promptly report emergencies, accidents, injuries, missing articles, damage, engineering items, and safety hazards to management and report any deviations from policies or regulations.

They comply with all guest service basics such as uniforms, name tags, and proper guest greetings. They are knowledgeable about hotel facilities and services to assist guests as appropriate. They ensure that all communication containing company, hotel, brand, and guest information is consistent with privacy policies, practices, and regulations. They impress guests with quality and timely service in a pleasant and friendly manner.

Essential Functions

• Process guest check‑ins and room assignments following the hotel’s rate structures, discounts, and sell/upsell strategies, and accommodate special requests when possible.
• Process check‑ins/check‑outs and collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures.
• Answer inquiries about hotel services, in‑house events, directions, local attractions, and assist guests with check‑cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner, in compliance with policies, procedures, and brand standards.
• Pre‑register, block reservations, and, as appropriate, take same‑day and future reservations. Cancel room reservations according to policies and procedures.
• Ensure release of any company, hotel, brand, and guest information is consistent with privacy policies, practices, and regulations.
• Be on time and at work when scheduled and in proper uniform.
• Perform special projects and other responsibilities as assigned.
• Participate in task forces and committees as requested.
• Maintain a consistent professional and positive attitude and actions when communicating with guests and associates.
• Report maintenance problems promptly through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security, and emergency procedures.
• Write shift reports, including reports on any incidents of theft, accidents, or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns, and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other significant matters to manager so that corrective measures may be taken.
• Perform any other tasks/duties as requested by management.

Qualifications

The company may consider an equivalent combination of acceptable education and experience providing the knowledge, skills, and abilities cited below.

Education and Experience

• High school education or equivalent experience.
• One to two years of customer contact experience.
• Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

Skills and Abilities

• Ability to understand and provide friendly guest service.
• Ability to correctly process check‑ins and check‑outs, answer questions, and resolve guest requests in compliance with policies, procedures, brand standards, and federal, state, and local regulations.
• Ability to process guest bills and collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures.
• Ability to compile facts and figures in a timely manner, identify and investigate issues, and resolve basic matters.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to operate a computer, calculator, phone, and other office equipment.
• Attention to detail with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to work in a fast‑paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.