Guest Services Representative

Key Responsibilities

The Guest Services Representative is responsible for delivering exceptional front office operations and guest experiences by welcoming and registering guests, managing check-ins and check-outs, handling reservations, maintaining accurate guest records, processing payments, balancing cash and daily transactions, coordinating guest requests with other departments, and ensuring the secure handling of room keys and safe deposit boxes. This role also supports guest transportation and dining arrangements, assists with complaint resolution, maintains front desk supplies and records, promotes hotel services, and adheres to all company, safety, and security standards while contributing to a professional and efficient front office environment.

Guest Service Expectations

The successful candidate will provide outstanding customer service by creating a warm and welcoming experience for every guest, responding promptly and professionally to inquiries and concerns, anticipating guest needs, maintaining strong knowledge of resort services and amenities, communicating clearly and courteously, and consistently presenting a polished and professional image that reflects the company's service standards.

Qualifications & Experience

• High school diploma or equivalent vocational training. 
• Proficiency in Microsoft Word, Excel, and Outlook. 
• Excellent verbal and written communication skills in English. 
• A second language is considered an asset but is not required.
• Minimum of one (1) year of customer service experience, preferably within the hospitality, hotel, tourism, or resort industry. 
• Strong interpersonal and guest relations skills with a passion for delivering exceptional service.
• Ability to work effectively in a fast-paced environment while maintaining accuracy and professionalism.
• Demonstrated attention to detail, organization, and cash-handling accuracy. 
• Ability to multitask, problem-solve, and work collaboratively with cross-functional teams. 
• Flexibility to work varying shifts, including weekends and holidays, in support of a 24-hour operation.

This position supports a 24-hour operation. Candidates must be flexible and available to work varying shifts, including weekends and holidays, as business needs require.