Guest Services Associate, Front Office

About the Role

Welcome and acknowledge guests according to company standards. Anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards.

Key Responsibilities

• 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.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information; protect company assets.
• 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.

Requirements & Tech Stack

• Computer systems (for clearing departures, running reports, etc.)
• Telephone switchboard station
• Payment processing systems (for cash, various payment types, vouchers, paid-outs, charges)
• Company policies and procedures

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience required.
• Supervisory Experience: No supervisory experience required.
• License or Certification: None.
• Ability to stand, sit, or walk for an extended period of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Speak using clear and professional language.
• Answer telephones using appropriate etiquette.
• Passion for well-being and an active lifestyle.
• Optimistic and adventurous demeanor.