Job Title: Guest Service Representative

Location: Homewood Properties

Job Summary:

We are seeking a dedicated and friendly Guest Service Representative to join our team at the Springhill and Homewood properties. As the first point of contact for our guests, this role is key in creating a welcoming and memorable experience. Working at the Front Desk across various shifts (7 a.m. to 3 p.m. and 3 p.m. to 11 p.m. the Guest Service Representative will provide exceptional service, anticipating guest needs and delivering outstanding hospitality. Whether it’s assisting vacationing families or business travelers, our ideal candidate will tailor their service to meet the unique needs of each guest.

Key Responsibilities:

• Greet and check in/out guests, ensuring a seamless and positive experience.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Reconcile hotel cashier transactions, ensuring accurate guest billing and city ledger transactions.
• Prepare and organize management reports, maintaining timeliness and accuracy.
• Operate the switchboard, take reservations, and handle various front desk operations as needed.
• Respond to guest requests for assistance or information in a friendly, efficient manner.
• Audit and reconcile financial reports including daily, weekly, and monthly reports.
• Ensure guest satisfaction by proactively addressing any concerns or issues.
• Cross-train in other hotel-related departments to ensure flexibility and teamwork.
• Comply with all company standards, policies, and regulations.
• Perform additional duties as assigned by management to support hotel operations.

Qualifications:

• High school diploma or equivalent; one year of experience in a hotel or guest service environment preferred.
• Previous guest service experience required.
• Basic computer skills and the ability to work with financial data and reports.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Strong communication skills, both verbal and written.
• Must be flexible with schedule and available for weekend shifts as needed.

Physical Requirements:

• Ability to lift up to 10 pounds occasionally and exert minimal force regularly.
• Ability to stand for extended periods during shifts.

General Requirements:

• Maintain a friendly, warm, and approachable demeanor at all times.
• Strong problem-solving abilities, including anticipating and resolving guest issues.
• Must have a professional appearance and wear the appropriate uniform.
• Must maintain confidentiality of sensitive guest and hotel information.
• Willingness to cross-train in other hotel departments.
• Ability to handle and resolve guest complaints and issues effectively and efficiently.

Additional Information:

• Full-time position.
• Schedule: Monday to Friday, with weekend availability required as needed.
• In-person work at the Springhill and Homewood locations.
• Equal Opportunity Employer: JSK is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.