Guest Services Representative

ZEALANDIA HOLDING COMPANY; Ocean City (MD); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan with company 5

Employee stock ownership plan (ESOP)

Travel discounts and resort perks

Life insurance

Job summary

LaTour Hotels and Resorts, Inc. in Ocean City, MD is seeking a Guest Service Representative to warmly welcome guests from check-in to check-out and ensure a memorable stay at our Coconut Malorie Resort.

The role emphasizes guest-first service, collaboration with housekeeping and maintenance, and handling of front desk operations with professionalism. A high school diploma or GED is required, and bilingual Spanish speakers are encouraged to apply.

Qualifications

• High school diploma or GED required.
• Customer service experience preferred, but not required.

Responsibilities

• Greet guests with a smile and professional hospitality.
• Handle check-in and check-out procedures efficiently.
• Make welcome and departure calls per company standards.
• Proactively resolve guest concerns or direct them to the right resource.
• Answer phones, emails, and voicemails promptly and courteously.
• Complete daily shift checklists and communicate hand-offs between shifts.
• Collaborate with housekeeping, kitchen, and maintenance to meet guest needs.
• Monitor and balance cash drawer; report discrepancies to management.
• Maintain a tidy, organized front desk area.
• Perform concierge and bell services as needed.

Skills

Customer-focused

Adaptable

Education

High school diploma or GED

Job description

Job Location: Coconut Malorie Resort - Ocean City, MD 21842
Position Type: Full Time
Salary Range: $16.50 - $18.00 Hourly
Company: LaTour Hotels and Resorts, Inc.

Current Position: Full‑Time Guest Service Representative

About the Role

As a Guest Service Representative, you are the warm, welcoming face of our hotel, ensuring each guest feels valued, cared for, and completely at home. From check‑in to check‑out, you provide seamless service that leaves a lasting impression.

Key Responsibilities

• Greet all guests with a smile and professional hospitality.
• Handle check‑in and check‑out procedures efficiently.
• Make welcome and departure calls per company standards.
• Proactively resolve guest concerns or direct them to the right resource.
• Answer phones, emails, and voicemails promptly and courteously.
• Complete daily shift checklists and communicate hand‑offs between shifts.
• Collaborate with housekeeping, kitchen, and maintenance to meet guest needs.
• Monitor and balance cash drawer; report discrepancies to management.
• Maintain a tidy, organized, and professional front desk area.
• Perform concierge and bell services as needed.

Qualifications

• High school diploma or GED required.
• Customer service experience preferred, but not required.

Skills & Qualities

• Customer‑Focused – put the guest first and go the extra mile.
• Adaptable & Energetic – handle challenges with enthusiasm.
• Honest & Ethical – integrity is at the core of your work.
• Friendly & Professional – approachable, courteous, and respectful.
• Organized & Detail‑Oriented – keep things running smoothly.

LHR's Core Competencies

• Accountability
• Adaptability
• Enthusiasm
• Interpersonal Savvy
• Safety Awareness
• Tolerance
• Strong Oral Communication
• Accuracy in Work
• Bonus: Bilingual – Spanish‑speaking candidates encouraged to apply!

Physical Requirements

• Standing / Walking – Constantly
• Sitting – Occasionally
• Reaching, Handling, Fingering – Frequently to Constantly
• Bending / Squatting / Kneeling – Occasionally
• Lifting / Carrying up to 50 lbs – Occasionally
• Pushing / Pulling up to 40 lbs – Occasionally

Work Environment

• Fast‑paced front office environment with frequent interactions and distractions.
• Must be available for varied shifts, including weekends and holidays.

Benefits

• Competitive pay and benefits package.
• Medical, dental, and vision insurance.
• Company‑paid short‑term disability and life insurance.
• Voluntary benefits and wellness perks.
• 401(k) retirement plan with company match.
• Employee Stock Ownership Plan (ESOP) – become an owner!
• Travel discounts and resort perks.
• Positive, inclusive work environment where your voice matters.

Equal Opportunity Employer (EOE).