Guest Service Representative - Nights & Weekends

Brandt Hospitality Group; Fargo (ND); On-site; USD 16,531 - 22,041; Full time

Benefits offered by this job

PTO with immediate accrual

Access 50% of wages prior to payday

Hotel discounts worldwide

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with immediate match

Double Time for Holidays Worked

Health Savings Account

Employee Assistance Program (EAP)

Dependent Care FSA

Job summary

Brandt Hospitality Group is seeking a Guest Service Representative to be the first and last impression for guests. You will manage check-in/check-out, front desk operations, market sales, and guest interactions with pride in the lobby and surrounding areas.

You will greet guests, register and verify reservations, handle payments, promote loyalty programs, and resolve issues while maintaining accurate records and confidentiality in a fast-paced environment.

Qualifications

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful.
• Able to work independently and as part of a team.
• Proficient computer skills including MS Office; knowledge of brand operating systems preferred.

Responsibilities

• Greet and welcome guests in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests, verify reservations, personal information and payment details.
• Answer calls and route messages with accuracy.
• Promote the brand loyalty program and recognize members.
• Anticipate guests’ needs and respond timely and courteously.
• Resolve guest complaints or escalate to management as needed.
• Handle cash drawer contents and transactions during shift.
• Maintain accurate records for registrations, reservations, and property walks.
• Process market and retail transactions for guests.
• Provide information about hotel facilities and local attractions.
• Maintain inventory levels and restock as needed.
• Handle confidential guest information with integrity.

Skills

Customer service

Cash handling

MS Office

Brand operating systems

English proficiency

Education

High School Diploma or GED

Tools

POS systems

Cash register systems

Job description

As Guest Service Representative, you are the first and last impression on our guests. You are responsible for check‑in, check‑out, front desk operations, market sales and all other guest interactions. You strive to exceed established standards at every opportunity and take pride in the overall look and feel of the front desk, lobby, and surrounding areas.

RESPONSIBILITIES

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

QUALIFICATIONS

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Able to work independently and desire to participate as part of a team.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.
• Able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Possess high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Demonstrate genuine care for customers and employees.
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to work in a fast‑paced environment.

BENEFITS

• PTO with immediate accrual
• Access 50% of your wages prior to payday
• Discount program for car rentals, travel, entertainment, etc.
• Hotel Discounts Worldwide
• Health Insurance
• Dental Insurance
• Vision Insurance
• Basic Life/AD&D and Supplemental Life Insurance
• Voluntary Options – Critical Illness/Accident/Hospital Indemnity/Short Term Disability/Legal
• Employer Sponsored Long-Term Disability Coverage
• 401(k) with immediate match
• Double Time for Holidays Worked
• Health Savings Account
• Employee Assistance Program (EAP)
• Dependent Care FSA