Guest Service Representative Job Description

A Guest Service Representative (GSR) is an employee in the hospitality industry who handles guest requests and questions.

In front-desk positions, Guest Service Representatives typically take customer calls and provide information, directions, and reservations to guests.

In back-of-house positions, Guest Service Representatives oversee the reservations, phone system, and front desk.

They act as liaisons between hotel guests and other hotel departments.

Updated on:     
October 7, 2022

Job Brief:

We're looking for a Guest Service Representative who is passionate about providing excellent customer service. The ideal candidate will have a positive attitude, strong communication skills, and the ability to resolve customer issues in a professional and efficient manner. If you have a commitment to delivering exceptional customer service and are looking for a challenging and rewarding role, we want to hear from you!

Guest Service Representative Duties:

  • Provide personal, friendly service to guests and fellow associates
  • Assist in the preparation and serving of food and beverages
  • Supervise activities at dining venues and meeting rooms
  • Provide recommendations to guests and other associates to improve service
  • Work with a variety of people, including management, in a fast-paced environment
  • Requires availability to work weekend, holiday, and evening shifts

Guest Service Representative Responsibilities:

  • Provide guests with exceptional service by communicating efficiently and courteously in English and Spanish
  • Assist guests with check-in, check-out, special requests, and requests initiated by other hotel departments such as housekeeping, maintenance, and accounting
  • Maintain a positive and professional attitude while dealing with guests, coworkers, and management
  • Complete job duties within established class performance standards
  • Track sales, revenue, and other key performance metrics on a regular basis
  • Complete required training and documentation as required
  • Comply with all hotel policies and procedures, including safety and security guidelines

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Requirements And Skills:

  • Excellent communication skills
  • Excellent customer service skills
  • Effective time management
  • High level of attention to detail
  • Ability to prioritize tasks based on conflicting deadlines
  • Knowledge of Children's Miracle Network Hospitals

At [Company Name], we believe that diversity and inclusion are key to a successful team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.