Guest Service Representative - SpringHill Suites

Poppy Bank; Florida; On-site; USD 17,000 - 24,000; Part time

Benefits offered by this job

401(k) with match

Holiday pay time and a half

Employee discounts

Job summary

Strand Hospitality Services is seeking a part-time Guest Service Representative at Springhill Suites New Smyrna Beach. You will deliver high-quality front desk service, manage guest requests, and support reservations while maintaining security and confidentiality.

You will respond to guest inquiries, assist with check-ins/check-outs, and promote hotel amenities. This role emphasizes friendly communication and reliable teamwork in a fast-paced environment.

Qualifications

• Hotel guest services experience preferred.
• Customer service experience required.
• Ability to reason and make appropriate decisions.

Responsibilities

• Answer incoming telephone calls professionally according to hotel standards.
• Provide excellent customer service and respond to guest questions promptly.
• Make reservations or modify reservations as needed.
• Follow brand standards related to guest interactions and rewards.
• Coordinate check-in/check-out for guests in line to ensure a positive experience.
• Maintain guest privacy and protect confidential information.
• Document guest/room information for future shifts and share accurate details.
• Assist sales with pre-registration and room blocking for groups.
• Adhere to cash handling policies and process payments accurately.
• Communicate room status and hotel rules to guests and staff.

Skills

Guest services

Customer service

Decision making

Job description

• Base Pay $15.00 - $15.00 / Hour
• Job Category Guest Services
• Employee Type Part Time-Non-Exempt

Join the Springhill Suites New Smyrna Beach a Strand Hospitality managed hotel!

We offer competitive pay and benefits for our valued employees!

Everyone (including part time associates) can join a 401(k) Fidelity plan with a company match of up to 4% of the employee annual income. You also receive pay at time and a half on major holidays, as well as discounts in hotels located worldwide, theme parks, Broadway shows, and much more!

Job Summary

The Guest Service Representative provides excellent customer service to the guests during their hotel stay. Responds to guest requests as well as proactively predicts guests’ needs. Provides information and services to the guest at the front desk of the hotel.

Duties and Responsibilities

• Answers incoming telephone calls professionally, following the hotel and/or brand expectations regarding phone etiquette.
• Provides excellent customer service, responding to guest questions or concerns in a timely and courteous manner.
• Makes reservations or modifies reservations as needed.
• Follows hotel and/or brand standards related to guest interactions and reward programs.
• Coordinates check-in and check-out procedures with multiple guests in line in a courteous and efficient, providing a positive experience for each guest.
• Maintains guest privacy and safety by not sharing information about guests, to callers, walk-ins, or other guests.
• Documents information regarding guest or room information in the front desk notebook for future shifts. Protects this information as confidential from guests and employees without a “need to know”.
• Assists sales team with pre-registration and blocking of rooms for groups.
• Adheres to proper credit, check cashing, and cash-handling policies and procedures.
• Tracks room status to ensure guests are assigned to vacant ready rooms.
• Shares correct information regarding rooms, amenities, and hotel rules.
• Uses suggesting selling techniques to sell rooms and to promote other services of the hotel.
Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Processes mail, packages, and message handling with care so accurate information is provided to guests or management promptly.
• Communicates with Housekeeping and Maintenance regarding guest concerns or room preparation for rental.
• Follows all safety and emergency procedures. Is aware of accident prevention policies.
• Completes duties and confirms on shift checklist as assigned.
• Various other duties as assigned by Supervisor.

Requirements

• Hotel Guest Services Experience Preferred
• Customer Service Experience Required
• Ability to reason and make appropriate decisions in response to guest concerns

Strand Core Values

All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.

RE S PECTFUL

ADAP T IVE

SE R VICE

ACCOUNT A BLE

U N IFIED

DE D ICATED

Guest Service Representative Core Competencies

• Guest Satisfaction
• Coachability
• Prolonged periods of standing at the hotel guest services desk
• Frequent walking
• Frequent squatting, kneeling, bending down, forward and trunk rotation while standing
• Frequent stair climbing may be necessary, reaching both above and below shoulders as well as pushing and pulling
• Vision – must have the ability to frequently adjust focus and frequent use of close, peripheral and depth/distance vision
• Frequent lifting, carrying, pushing and pulling up to 15 lbs.
• Occasional lifting, carrying, pushing or pulling up to 25 lbs.

It is the policy of Strand Hospitality Services not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.