Guest Services Associate, Front Office

About the Role

This role focuses on guest services and front desk operations.

Key Responsibilities

• Process guest check-ins, check-outs, room assignments, and requests for room changes or late check-outs.
• Secure payment and activate/reissue room keys.
• Ensure rates match market codes and document any exceptions.
• Verify and adjust guest billing.
• Communicate with staff when guests are waiting for an available room.
• Advise guests of messages.
• Clear departures in the computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate the 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, and follow up to ensure satisfaction.
• Arrange transportation for guests/visitors.
• Count and secure the bank at the beginning and end of each shift.
• Process guest payments, including checks, all payment types, vouchers, paid-outs, and 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 a manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain the confidentiality of proprietary information.
• Protect company assets.
• 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 the team to reach common goals.
• Listen and respond appropriately to employee concerns.
• 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.

Requirements & Tech Stack

• Computer systems (for processing transactions and reporting)
• Telephone switchboard station

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 required.