Guest Service Representative - Part Time Weekends

Residence Inn Providence Lincoln; Appleton (WI); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

PTO accrual

Wage advances on payday

Hotel discounts

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability options

401(k) with matching

Holiday pay (double time)

Employee assistance program

Dependent care FSA

Job summary

Residence Inn Providence Lincoln is seeking a Guest Service Representative to greet guests, manage check-ins/outs, and support front desk operations with a focus on exceptional service.

You will handle reservations, payments, and inquiries while promoting the loyalty program and ensuring a welcoming lobby environment for guests from diverse backgrounds. This role requires a customer-focused, team-oriented individual capable of thriving in a fast-paced hotel setting.

Qualifications

• High School diploma or GED required.
• Knowledge of front desk operations and guest services.
• Proficient in English; other languages helpful in a multicultural team environment.
• Able to work independently and as part of a team.
• Proficient computer skills including MS Office; familiarity with brand operating systems preferred.
• Cash handling knowledge and accuracy with registers.
• Demonstrates genuine care for customers and colleagues.
• Able to work in a fast-paced setting.

Responsibilities

• Greet and welcome every guest personally and professionally.
• Book and register hotel reservations, verify guest information.
• Answer calls and route messages accurately.
• Promote the brand loyalty program and recognize benefits for members.
• Anticipate guest needs and respond promptly and courteously.
• Resolve guest issues or escalate to management as needed.
• Manage cash drawer contents and transactions during shifts.
• Maintain accurate records of registrations, payments, and movements.

Skills

Guest service excellence

Multilingual communication

Team player

Cash handling

MS Office

Problem solving

Education

High School Diploma or GED

Tools

MS Office

Brand operating systems

Job description

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. If you are friendly, personable, and have a talent for connecting with individuals from all walks of life, this may be just the job for you!

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