Guest Service Associate, Front Office

Position Summary

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.

Key Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment, activate/reissue room keys, and verify/adjust billing for guests.
• Coordinate with Housekeeping to track room status and guest concerns.
• Operate telephone switchboard station and answer/process guest calls.
• Run and check daily reports.
• Arrange transportation for guests/visitors.
• Count and secure bank at beginning and end of shift.
• Process all payment types, vouchers, paid-outs, and charges.
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures, report accidents, injuries, and unsafe work conditions.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge guests according to company standards, anticipate and address guests’ service needs, and assist individuals with disabilities.
• Speak using clear and professional language and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships, support team to reach common goals, and listen and respond appropriately to the concerns of employees.
• Comply with quality assurance standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications

• Education: High school diploma or G.E.D. equivalent.

Requirements & Tech Stack

• No related work experience required.
• No supervisory experience required.
• No specific licenses or certifications required.
• Computer system operation.
• Telephone switchboard station operation.
• Ability to process all payment types, vouchers, paid-outs, and charges.
• Knowledge of company policies and procedures.