A guest services representative is responsible for making sure guests are satisfied and potential repeat customers. Generally, this is an entry-level position that includes a wide variety of service-related tasks across the establishment, such as performing guest check-ins and check-outs, tending to guests' needs and concerns, delivering wake-up calls, and performing other service duties as required. In addition, the guest service representative may be required to perform basic clerical duties such as operating a cash till and using computers to enter and retrieve guest data.
A guest service representative is often on the move for much of a workday, and they may spend much of their time standing. They must have good interpersonal skills, as well as effective verbal and oral communication skills and a positive, guest-oriented attitude. Proficiency with basic computer software may also be required. Guest service representatives may be scheduled to work a variety of shifts depending on their facility's hours of operation; this may include nights, weekends, and holidays.
Most employers do not have educational requirements beyond a high school diploma or equivalent, though having an associate's degree in hospitality may enhance job prospects and the ability to advance within the organization. Employers may require applicants to have several years' experience in a hospitality or other customer-service position as well.
Guest Services Representative Tasks
- Handle questions, complaints, issues, and problems.
- Check and confirm paperwork and billing are accurate and timely.
- Develop and maintain guest relationships, acting as main point of contact.
- Basic accounting and billing, including cash, deposit recording, and credit transactions.