Division & Department: Rooms/ Front Desk
Job Status: Full Time
Reports To: General and Assistant Managers
FLSA Status: Non Exempt
Positions Supervised: None
The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.
Greets guests warmly and efficiently facilitates their check-in and check-out process.
Ensures that welcome and departure calls are being placed in accordance with company standards.
Anticipates guests’ needs and resolves their questions/problems or refers them to the appropriate person for resolution.
Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
Maintains a neat, clean, and organized environment.
The GSR may also:
Perform concierge duties.
Assist with bellman duties as needed.
This position requires a high school diploma or GED.
Customer Service experience is preferred, but not required.
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers’ needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for one’s conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Accuracy: Ability to perform all duties accurately and thoroughly.
Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
Detail Oriented: Ability to pay attention to the minute details of every task.
Organization: Posses the trait of being organized and methodically performs each task.
Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.
None at this time
Next to each activity insert N, O, F, or C based on the job requirements.
N (Not Applicable)
Activity is not applicable to this occupation.
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Add other physical requirements as applicable.
Handling / Fingering
Reach Above Shoulder
Squat or Kneel
10 lbs. or less
Over 100 lbs
12 lbs or less
The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.