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Guest Service Representative

Published: February 23, 2022

Position Overview:

The Guest Service Representative is responsible for welcoming guests, receiving, fulfilling and reporting guests’ requests, creating reservations, providing concierge services and recommendations, and checking guests out of the hotel with a level of service that meets or exceeds guest expectations. The GSR is also responsible for keeping the lobby area clean and welcoming.

Job Description

  • Provides a warm and welcoming, yet timely, registration process for the guest
  • Assigns the correct unit, based upon needs and occupancy
  • Promptly answers phones
  • Creates/ modifies reservations in the property management system
  • Posts charges for the gift shop in the property management system
  • Provides concierge services to guests looking for activity or dining suggestions
  • Checks guests out of the property ensuring zero balance on account
  • Communicate guest requests to housekeeping and facilities team
  • Provides coffee service in the lobby, if applicable
  • Assists with retail outlet sales, if applicable
  • Keeps workspace neat and tidy, dusts and sanitizes regularly
  • Routinely completes weekly cleaning checklist to keep the lobby pristine
  • Tracks and reports maintenance issues; follows up to ensure resolution
  • Runs and prints daily accounting cash reports ensuring accurate reporting
  • Collects guest balances in accordance with established payment schedule
  • Accurately maintains bank for cash drawer using established handling procedures
  • Audits registration cards and applies ancillary charges as needed
  • Perform other duties, including: participate in employee meetings, assist other departments on high turn days, complete projects as assigned.

Required Qualifications:

  • 1-2 years hotel/restaurant experience
  • Dependable, punctual, impeccable attendance record
  • Accurate, attention to detail, service oriented
  • Strong organizational skills
  • Positive attitude, strong interpersonal and diplomatic skills
  • Excellent math aptitude and cash handling ability
  • Excellent communication and organizational skills.
  • Professional demeanor
  • Proficient computer skills, including: Word, Excel and PowerPoint.
  • Must be able to work on feet for extended periods
  • Must be able to work a flexible work schedule including evenings, weekends and holidays.
  • Proof of eligibility to work in the United States
  • Associates degree in Hospitality Management or related field preferred.


  • Education: High School Diploma Preferred
  • Minimum Job-Related Experience: 1-2 years
  • Writing: Frequently writes non-standard responses.
  • Skills – Computer: Uses basic business/technical programs/applications to perform daily responsibilities

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