Guest Service Representative Job Description

Guest Service Representative Job Description

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Guest service representative provides help desk support to sales employees on the POS system, company standard operating procedures, and customer service issues.

Guest Service Representative Duties & Responsibilities

To write an effective guest service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included guest service representative job description templates that you can modify and use.

Sample responsibilities for this position include:

The Guest Services Representative processes each member’s entry by following the Member Check-In Policy
Communicates all operational events during the shift handover, and will follow up with any pending items
Answer telephones and process the registration and payment of programs provided for both members and non-members
Maintain the Front Desk area in a neat and organized fashion
Establish a good rapport with members and be able to address as many as possible on a first name basis
Process Pro shop purchases and have knowledge of the prices of items and appropriate discounts
Enforce club policies and call upon the Guest Services Lead when there are issues
Reinforces Festival culture, our guest service and performance expectations to all Guest Services associates
Utilizes tools – ten tile evaluations, Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders, Guest Services OPPS Manual
Oversees Guest Services activity to ensure a positive guest experience and team environment

Guest Service Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Guest Service Representative

List any licenses or certifications required by the position: WL, AED, CPR

Education for Guest Service Representative

Typically a job would require a certain level of education.

Employers hiring for the guest service representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, General Education, Computer, Hospitality, Associates, Math, Communication, Health, Reading, Patient Care

Skills for Guest Service Representative

Desired skills for guest service representative include:

Navy Lodge standard operating procedures
Processes
Rules governing patron eligibility
Food handling and sanitation procedures
Proper serving protocols
Navy Lodge standard operating procedures processes and rules governing patron eligibility
Room service menu items
Local area
Excel
PowerPoint

Desired experience for guest service representative includes:

Working knowledge of construction industry is preferred
Willing to undergo intensive product training by working in manufacturing facilities to learn the production process and understand product issues and malfunctions
Experience in understanding and usage of computers, including the Microsoft Office Suite, the ability to learn applications relevant to the position
Teamwork - Upbeat, positive, “smile” on the phone, personable, energetic, outgoing, and competitive in a team oriented culture
Analytical - Collects and records data
Customer Service - Manages difficult or emotional customer situations

Guest Service Representative Examples

1

Guest Service Representative Job Description

Job Description Example
Our growing company is looking to fill the role of guest service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service representative
  • Writes and conduct huddle ups
  • Leads by example to ensure Guest Services operating procedures are known and adhered to, including but not limited to associate dress code, DYFET, CHANT, BOB, ten-tiling, proper bagging techniques, parcel pickup, You Bag/We Bag expectations
  • Ensures Guest Services cleanliness, maintenance, and sanitation
  • Directs guests into lanes, monitors BOB, unloads carts, answers questions, respond to lights, and completes overrides as needed
  • Presents themself as a manager, takes ownership of guest needs utilizing LAST
  • Acts in a professional manner at all times while projecting a cooperative and helpful attitude using discretion and tact
  • Conducts Guest Services operations
  • Determines where Guest Services staff is needed throughout the day and directs them to that location to maintain efficient Guest Services operations
  • Ensures proper staff levels by calling in additional staff to cover call-ins or additional business
  • Strictly enforces child labor laws relieving minor employees enabling them to clock out for breaks, lunches and at and the end of their shift as per labor law guidelines
Qualifications for guest service representative
  • Phone etiquette must provide the caller with confidence in the service excellence of the club
  • Adjusts daily schedule to actual sales, items and guest projections to maintain 100% productivity
  • Communicates immediately with Shift Managers when assistance is required and when the GSR is on a lane
  • Opens additional lanes to accommodate business and guest traffic
  • Communicates tardiness and absences through effective use of GSR Shift Report
  • Holds associates accountable for non-compliance with Guest Services and store policies
2

Guest Service Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service representative
  • Associate feedback and appreciation
  • Looks for opportunities to present Nice Going memos and stickers to deserving Guest Services associates
  • Treats all employees fairly and with the same respect and consideration you would like for yourself
  • Asks employees for their help on tasks, never dictate tasks or assignments
  • Remains cheerful and courteous setting the tone for the entire Guest Services team
  • Adheres to dress code guidelines
  • Maintains sense of urgency to help guests and associates promptly
  • Willingness to assist where needed
  • Check in and out of hotel guests
  • Use of telephone
Qualifications for guest service representative
  • Answering guest inquiries and giving proper directions
  • Cleaning and stocking work areas/transporting necessary supplies from East/West Wings
  • Assist in maintaining guest credit reports, housekeeping reports, special room assignments, coupon issuance
  • Approving room charges/posting room charges
  • Use computer and other general office equipment
  • Interact with all other hotel departments
3

Guest Service Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest service representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for guest service representative
  • Issuing keys
  • Make a daily reservation count for arrivals and departures to direct actions in selling rooms
  • Block all incoming reservations based on guest request and availability
  • Block arriving reservations of all groups if deemed necessary, pre-register, place key in envelope and note room number on envelope, assuring a smoother check-in
  • Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed and method of payment is established
  • Accept and record credit card and photo ID information on guest accounts and provide change for guests as needed
  • Assist in other departments such as Breakfast, Social, Housekeeping, Laundry as needed
  • Maintain the cleanliness of the hotel bathrooms, lobby and other public areas
  • Anticipate guest needs, respond promptly, and acknowledge guest regardless of how busy and whatever time of day
  • Address and resolve guest complaints and ensure guest satisfaction
Qualifications for guest service representative
  • Has previous guest service and cashiering experience
  • Document all guest requests, concerns and communication information to responsible personnel for proper handling
  • Prepare daily cash report, balancing payments and disbursements with machine totals
  • Maintain confidentiality and security of proprietary company information, correspondence reports and files
  • Handle all incoming and outgoing reservation requests
  • Care for lost and found items as directed by the General Manager
4

Guest Service Representative Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of guest service representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for guest service representative
  • Signing in all authorized visitors according to the policies, rules, and regulations
  • Contacting tenants in a courteous and professional manner when a guest is not pre-registered
  • Providing excellent service to all guests arriving at the building
  • Processing visitors’ information and provide a visitor badge
  • Providing access to visitors for tenant and non-tenant group events, as needed
  • Answering any tenant phone calls and emails for assistance throughout the day
  • Providing guidance/information as requested from tenants
  • Acknowledge and respond appropriately to guest needs and requests
  • Reports as scheduled and in compliance with uniform standards and appearance
  • Comply with the company’s prescribed safety and security policy, procedure and protocol
Qualifications for guest service representative
  • Excellent verbal and interpersonal communication skills with the ability to speak effectively to guest and management in person or over the phone
  • Excellent written communication skills with the ability to write routine reports and correspondence
  • Ability to take initiative in identifying problems, collecting data, and establishing facts in order to produce practical decisions and solutions
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram formats
  • Strong guest service skills with the ability to respond effectively to the most sensitive inquires or complaints
  • Ability to calculate basic figures such as discounts, interest, and commissions including applying concepts of basic algebra
5

Guest Service Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for guest service representative
  • May answer inquiries pertaining to hotel services and directions to the hotel, area shopping, dining and entertainment
  • Effectively sell the hotel through prescribed standards for booking reservations
  • Pre-assign rooms taking consideration of special requests or needs
  • Register guests and collect valid method of payment while maintaining accurate information on registration
  • Prepare and explain charges at time of check out and finalize guest charges
  • Transmits and receives messages to guests and other colleagues
  • Keep an accurate accounting of all cash, credit card and credit transactions
  • May post charges to room folios such as room and tax, food, liquor, telephone, laundry, movies
  • May deposit guest valuable in hotel safe or safety deposit box
  • Communicate with applicable colleagues any status change to guest rooms, meeting or banquet facilities
Qualifications for guest service representative
  • Ability to meet all employment qualifications at the time of hire
  • May assist with valet, shuttling guests, baggage handling due to business demands
  • Other tasks as assigned by the Director of Rooms and Front Desk Manager
  • Ability to read and understand English fluently and speak clearly
  • 1-3 years previous customer service experience desired
  • Working knowledge of computer applications and phone handling

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