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Key Responsibilities and Required Skills for Guest Services Representative

💰 $28,000 - $48,000

HospitalityCustomer ServiceFront Desk

🎯 Role Definition

A Guest Services Representative (GSR) is the frontline hospitality professional responsible for creating exceptional guest experiences from first contact through departure. This role combines front-desk operations, concierge-style problem solving, reservation and billing accuracy, and cross-departmental coordination to ensure guest satisfaction, repeat business, and positive online reviews. The GSR handles check-ins/check-outs, reservation management, guest inquiries across phone/email/live chat, escalations, billing and folio accuracy, and upsell opportunities while maintaining property standards and adhering to safety and privacy policies.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Front Desk Agent or Receptionist (Hotel/Resort)
  • Customer Service Representative (Call Center/Retail)
  • Hospitality Intern or Seasonal Guest Services Assistant

Advancement To:

  • Guest Services Supervisor / Front Desk Supervisor
  • Assistant Front Office Manager
  • Guest Experience Manager / Concierge Manager
  • Revenue & Reservations Coordinator

Lateral Moves:

  • Reservations Agent / Central Reservations
  • Event Coordinator / Banquet Services
  • Sales Support / Group Sales Coordinator

Core Responsibilities

Primary Functions

  • Greet guests warmly on arrival and departure, conduct efficient and accurate check-in and check-out using the property management system (PMS), explain property features and policies, and ensure a positive first and final impression.
  • Manage reservations and modifications across channels (phone, email, brand app, OTAs), confirm bookings, update rooming lists, and coordinate early/late arrivals and departures to optimize occupancy and guest flow.
  • Accurately prepare and reconcile guest folios and billing, process payments (credit card, cash, mobile payments), handle authorizations and refunds, and follow PCI and property cash-handling policies to maintain financial integrity.
  • Respond promptly to inbound calls and messages via PBX, SMS, email, and live chat; triage requests, provide accurate information about rates, room types, amenities, directions, and property policies, and escalate complex issues to supervisors.
  • Resolve guest complaints and service failures with empathy and a sense of urgency—use conflict-resolution techniques to de-escalate, offer appropriate compensation or recovery solutions, and document outcomes in the PMS and CRM to inform future service recovery.
  • Coordinate daily with housekeeping and maintenance to monitor room status, late checkouts, room readiness, VIP arrivals, and ensure accurate room inventory for front desk and revenue management.
  • Provide concierge-level services: arrange transportation, local recommendations, restaurant reservations, tours and activities, and special occasion amenities while leveraging partnerships and local supplier relationships.
  • Perform upselling and cross-sell of room upgrades, packages, F&B, spa, and loyalty program enrollment—track conversion rates, promote promotions, and contribute to incremental revenue goals.
  • Maintain up-to-date knowledge of rates, packages, promotions, and loyalty program benefits; communicate relevant offers proactively to guests during their stay and at checkout.
  • Create, maintain, and secure guest profiles and CRM records including preferences, special requests, loyalty numbers, and notes that personalize future stays and support targeted marketing initiatives.
  • Process group check-ins/check-outs, manage rooming lists, coordinate group billing and master folios, and liaise with sales/events teams to ensure seamless arrival experiences for groups and functions.
  • Monitor and manage lost-and-found procedures: record items, notify guests, arrange returns or disposal in accordance with policy, and maintain accurate logs for audit and guest claims.
  • Conduct nightly audit support: prepare night audit packages, reconcile cash and card reports, verify shift totals, and escalate discrepancies to management to ensure accounting accuracy.
  • Enforce property policies related to noise, safety, smoking, pets, and occupancy limits while balancing guest experience and legal/regulatory compliance.
  • Support safety and emergency response protocols: act as a central contact during incidents, follow evacuation procedures, communicate with emergency services, and document incident reports in accordance with property standards.
  • Handle accessibility and ADA-related requests, arrange accessible rooms and services, and coordinate with relevant departments to ensure compliance and exceptional service for guests with disabilities.
  • Prepare and submit daily operational reports: occupancy snapshots, VIP arrivals, guest notes, revenue impacts from upgrades and incidentals, and handover reports for the next shift to maintain continuity.
  • Train and mentor new front-desk staff on check-in/check-out workflows, PMS navigation, phone etiquette, upsell scripting, and brand service standards to maintain consistent service delivery.
  • Monitor and respond to guest feedback across review platforms and internal surveys (NPS, CSAT), escalate systemic issues to management, and implement small process improvements to increase guest satisfaction scores.
  • Maintain front desk areas—ensure professional appearance, information materials, and promotional collateral are current; manage inventories of keycards, forms, and guest amenities.
  • Liaise with sales, events, housekeeping, maintenance, F&B, and security to proactively resolve guest issues, support event logistics, and coordinate VIP treatment.
  • Implement and maintain confidentiality and data protection standards for guest information, adhering to GDPR/PCI/brand privacy standards and property-specific policies.

Secondary Functions

  • Assist with on-property promotions and marketing initiatives by distributing materials, collecting opt-ins for loyalty programs, and capturing guest contact preferences.
  • Support periodic audits (cash, shift, compliance) and participate in continuous improvement projects to streamline front office operations and reduce check-in/check-out times.
  • Cover concierge or bell services during peak periods or staff shortages, including luggage handling and transportation coordination.
  • Input guest experience data and ad-hoc reporting requests into CRM or property reporting tools to support revenue management and marketing teams.
  • Participate in cross-training for reservations, sales, and back-office operations to enhance coverage and career development.
  • Support VIP arrival planning by coordinating welcome amenities, room upgrades, special requests, and pre-arrival notes with leadership.
  • Maintain vendor and supplier communication for third-party services (taxis, shuttle services, local suppliers) and ensure timely coordination.
  • Help administer guest surveys and follow-up outreach to recover service failures and drive improvements in NPS and online review ratings.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with Property Management Systems (PMS) such as Opera, Cloudbeds, Maestro, or other major PMS platforms for reservations, billing, and reporting.
  • Experience with point-of-sale (POS) systems and ability to post charges, reconcile F&B and incidental charges to guest folios.
  • Strong phone and PBX system skills: call routing, voicemail management, and multi-line handling with professional etiquette.
  • Familiarity with booking engines and OTA platforms (Booking.com, Expedia, HRS) for managing direct and third-party reservations.
  • Basic cash handling and reconciliation skills, including understanding of PCI compliance and credit card authorization procedures.
  • CRM experience (e.g., Salesforce, Guestline CRM, Revinate) to maintain guest profiles and targeted communications.
  • Competence using Microsoft Office Suite (Excel for daily reporting, Outlook for email communications) and cloud-based collaboration tools (Google Workspace, Slack).
  • Ability to create and interpret daily performance reports (occupancy, ADR, RevPAR impact of upsells) and escalate trends to front office management.
  • Basic knowledge of hospitality revenue management principles and rate parity to advise guests and support upsell opportunities.
  • Multilingual ability or experience managing multilingual guest communications; familiarity with translation tools or interpretation services a plus.
  • Experience with online reputation management basics: reading reviews, responding per brand voice, and documenting follow-ups.

Soft Skills

  • Exceptional verbal and written communication skills with a customer-first mindset and professional phone presence.
  • High emotional intelligence and empathy to manage distressed or upset guests and to deliver effective service recovery.
  • Strong problem-solving and decision-making skills with an ability to prioritize requests under pressure and in high-volume periods.
  • Multitasking and time-management abilities to manage front-desk traffic, phone queues, and administrative duties simultaneously.
  • Attention to detail and accuracy in billing, guest data entry, and policy compliance to minimize revenue leakage and guest disputes.
  • Sales orientation with persuasive, consultative upselling techniques that respect guest preferences and enhance revenue.
  • Teamwork and collaboration across departments to ensure a cohesive guest journey and quick resolution of cross-functional issues.
  • Cultural sensitivity and inclusiveness when serving diverse international guests and adjusting service to individual needs.
  • Adaptability and resilience to changing schedules, seasonal peaks, and ad-hoc operational demands.
  • Professionalism, discretion, and integrity when handling confidential guest information and sensitive situations.

Education & Experience

Educational Background

Minimum Education:
High school diploma or equivalent (required).

Preferred Education:
Associate’s degree or diploma in Hospitality Management, Business Administration, Tourism, or related field (preferred).

Relevant Fields of Study:

  • Hospitality Management
  • Tourism and Travel
  • Business Administration
  • Communications
  • Customer Service / Call Center Training

Experience Requirements

Typical Experience Range:
0–5 years in hospitality, guest services, front desk, or customer-facing roles; entry-level candidates with strong customer service experience are often considered.

Preferred:
1–3 years of direct front desk or guest services experience at a hotel/resort, or 2+ years in customer service with demonstrable skills in reservation systems, billing, and guest recovery. Experience with PMS (e.g., Opera, Cloudbeds), group check-in coordination, and upselling performance metrics is highly desirable.

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