What are the responsibilities and job description for the Guest Service Representative position at Hampton Inn Providence/Warwick?
Guest Service AgentPosition Summary
The Guest Service Agent is responsible for providing warm, professional, and efficient service to hotel guests throughout their stay. This position serves as a key point of contact at the front desk, assisting with check-ins and check-outs, reservations, guest requests, payments, and general information while ensuring a positive guest experience.
The ideal candidate is friendly, dependable, detail-oriented, and able to remain calm and professional in a fast-paced hospitality environment.
Essential Duties and Responsibilities
- Welcome guests with a friendly, professional, and hospitable attitude.
- Complete guest check-in and check-out procedures accurately and efficiently.
- Verify guest identification, reservation details, payment information, and room assignments.
- Provide information about hotel facilities, services, amenities, local attractions, transportation, and dining options.
- Respond promptly and professionally to guest questions, requests, and concerns.
- Handle guest complaints and service issues with empathy and appropriate follow-up.
- Process room charges, payments, deposits, refunds, and other financial transactions accurately.
- Answer telephone calls, emails, and other guest inquiries.
- Assist with reservations, cancellations, modifications, and room availability as needed.
- Maintain accurate guest records and update information in the hotel's property management system.
- Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and other departments to address guest needs.
- Monitor room status and report discrepancies or maintenance concerns to the appropriate department.
- Maintain a clean, organized, and professional front desk and lobby area.
- Follow hotel policies, procedures, safety standards, and security requirements.
- Protect guest privacy and confidential information at all times.
- Promote hotel services, amenities, loyalty programs, and other appropriate offerings.
- Complete shift reports, cash handling procedures, and other required documentation.
- Perform other duties as assigned by management.
Qualifications
- High school diploma or equivalent preferred.
- Previous hotel, hospitality, customer service, or front-desk experience preferred.
- Excellent verbal and written communication skills.
- Strong customer-service and problem-solving skills.
- Ability to work effectively in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Basic computer skills and the ability to learn hotel property-management systems.
- Ability to handle cash and credit-card transactions accurately.
- Professional appearance and positive attitude.
- Ability to work independently as well as part of a team.
Work Schedule
- Must be available to work flexible shifts, including mornings, evenings, weekends, and holidays.
- May be required to work overnight or early-morning shifts depending on hotel operations.
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to occasionally lift, carry, or move items weighing up to approximately 25 pounds.
- Ability to use a computer, telephone, and other front-office equipment.
- Ability to respond quickly to guest and operational needs.
Key Competencies
- Guest-focused mindset
- Professionalism
- Communication
- Problem solving
- Attention to detail
- Teamwork
- Reliability
- Conflict resolution
- Time management
- Positive attitude
Success in This Role
Success as a Guest Service Agent means consistently delivering courteous and efficient service, accurately completing front-desk responsibilities, resolving guest concerns effectively, and contributing to a welcoming experience that encourages guests to return.
Pay: $17.50 - $19.00 per hour
Expected hours: 16.0 – 32.0 per week
Benefits:
- Employee discount
Work Location: In person
Salary : $18 - $19