Job Title: Guest Services Representative

Department: Legacy Hotel

Position Summary: Responsible for providing attentive and efficient service to hotel guests before arrival, throughout their stay, and upon departure. This role supports a memorable guest experience through exceptional service while contributing to room revenue and occupancy goals.

Key Responsibilities: 

• Check guests in and out, answer phones, and assist with various guest needs throughout the day 

• Maintain daily records of room availability and rates; assist with setting and balancing the house and room assignments  

• Review and manage guest request logs to ensure requests are executed accurately and timely  

• Work closely with the Housekeeping Department to ensure guest rooms are ready in alignment with daily reservations  

• Demonstrate proficiency in all Front Desk systems, including check-in, check-out, and reservations  

• Respond to guest inquiries regarding hotel services, facilities, hours of operation, dining, transportation, and local attractions  

• Handle guest challenges in a friendly, professional, and solution-oriented manner  

• Ensure proper logging, handling, and delivery of guest packages, mail, and messages  

• Maintain effective communication and teamwork with hotel staff and other departments

• Document incidents, maintenance issues, or guest feedback in required systems   

• Protect confidential guest and proprietary information in accordance with company policies  

• Other duties as assigned by management   

Qualifications: 

• Previous experience in hotel Guest Services is preferred but not required

• High School diploma or equivalent

• Proven experience providing high-quality customer service in a hospitality, retail, or service-oriented environment

• Strong verbal communication and customer service skills

• Ability to remain calm, professional, and composed in high-pressure or fast-paced situations

• Effective problem-solving skills with the ability to anticipate and resolve guest issues

• Must be able to work with and understand financial information and data, and basic arithmetic functions

• Positive attitude with a collaborative, team-oriented mindset  

Physical Demands and Work Environment:  

• Ability to lift, move, push and pull equipment or boxes in excess of 20lbs.  

• Ability to stand or walk for duration of shift  

• Ability to work flexible hours to include nights, weekends and holidays as needed 

• Ability to operate office equipment such as computers