Guest Service Representative



  • High School diploma or higher-level education.
  • One year hotel front office experience.

General Responsibilities

  • Proper completion of all front office duties.
  • Perform, as directed, the activities of the front desk, reservations, guest services, and telephone areas.
  • Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.

Specific Responsibilities:

  • Send a daily end of the shift activity and accomplishment email to the Front Office  Manager (FOM) and a copy to the General Manager.
  • Be proficient in the use of the property management system.
  • Have a good understanding of all hotel operating procedures.
  • Comply with all existing and new front office and breakfast area policies and procedures.
  • Comply with and honor the front office staff work schedules.
  • Monitor the front office communications log.
  • Read and initial the front office log on shift start and make appropriate entries at the end of the shift.
  • Observe the Evergreen appearance and dress code/uniform policy.
  • Attend weekly departmental meetings.
  • Be proficient in the use of all front office equipment such as credit card machine, copier, and fax.
  • Inform the FOM of any unique situations or unusual developments in front office operations.
  • Handle guest complaints effectively.
  • Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
  • Process, as assigned, reservations by mail, telephone, fax, and central reservation systems referrals.
  • Process, as assigned, reservations received from a sales office and other hotel departments.
  • Have complete knowledge of room types and offered rate plans.
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
  • Process, as assigned, cancellations and modifications to reservations.
  • Be knowledgeable of the local area, attractions, and events.
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

 Optimum Attributes:

  • Effective communication skills
  • Pleasing personality
  • Good team player
  • Good listener
  • Well-groomed and professional appearance.
  • Open with praise, discrete with criticism.
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