Guest Service Rep / Front Desk - Days/Evenings

Front Desk Host (Morning / Afternoon / Evening Shifts)

Department: Front Office
Reports To: Front Office Manager

Position Summary

Our Front Desk Hosts are the heart of the guest experience. As the first and last team members guests interact with, they create lasting impressions through genuine hospitality, professionalism, and personalized service.

Front Desk Hosts are responsible for delivering exceptional guest experiences by building meaningful connections, anticipating guest needs, and creating memorable moments that surprise and delight. They also serve as the hotel's front-line sales team by maximizing reservations, promoting hotel amenities, and following established pricing and reservation strategies to achieve revenue goals.

Essential Duties & Responsibilities Guest Service

• Welcome every guest with a warm smile, eye contact, and a sincere greeting.
• Provide efficient and accurate check-in and check-out service.
• Create memorable guest experiences through thoughtful, personalized interactions.
• Look for opportunities to exceed guest expectations with unexpected acts of hospitality.
• Anticipate guest needs and respond promptly with professionalism and care.
• Ensure every guest leaves with a positive final impression of the hotel.

Guest Relations

• Answer all telephone calls promptly and professionally.
• Handle guest inquiries, requests, concerns, and messages through completion.
• Resolve guest concerns using effective service recovery techniques.
• Communicate special guest requests or concerns to management and other departments to ensure seamless service.
• Record guest preferences and important information to personalize future stays.

Sales & Reservations

• Maximize occupancy and revenue by following established reservation and rate-selling procedures.
• Promote hotel amenities, services, room upgrades, and local attractions whenever appropriate.
• Convert reservation inquiries into confirmed bookings whenever possible.
• Prepare for daily arrivals by reviewing guest profiles, special requests, VIP arrivals, and room assignments.
• Ensure guest keys, registration materials, and welcome information are prepared before arrival.

Community Ambassador

• Serve as a knowledgeable resource for guests by recommending local restaurants, attractions, shopping, and community events.
• Promote Fort Scott and surrounding attractions to help guests enjoy their stay.

Cash Handling & Administrative Responsibilities

• Process cash, credit card, and other payment transactions accurately.
• Balance cash drawers and complete required shift reports.
• Follow all accounting and audit procedures.
• Maintain guest confidentiality and secure sensitive information.

Safety & Security

• Follow all hotel safety, security, and emergency procedures.
• Properly issue and control guest room keys, master keys, and safe deposit boxes.
• Report accidents, suspicious activity, maintenance concerns, or safety hazards immediately.
• Maintain awareness of hotel security procedures and guest privacy standards.

Teamwork

• Work cooperatively with all hotel departments to provide exceptional guest service.
• Assist other departments when needed, including folding laundry, light housekeeping support, stocking supplies, or other operational tasks.
• Maintain a clean, organized, and welcoming front desk and lobby area.
• Demonstrate flexibility and a team-first attitude during busy periods.

Qualifications

• High school diploma or equivalent required.
• Fluent in spoken and written English.
• Basic computer proficiency.
• Strong mathematical skills.
• Previous hospitality, customer service, or cash handling experience preferred.
• Knowledge of basic accounting principles is a plus.

Knowledge, Skills & Abilities

Successful Front Desk Hosts consistently demonstrate the ability to:

• Deliver exceptional customer service with enthusiasm and professionalism.
• Build genuine relationships with guests.
• Communicate clearly and professionally both verbally and in writing.
• Maintain a friendly, positive attitude under pressure.
• Think critically and make sound decisions.
• Handle confidential information responsibly.
• Prioritize multiple tasks while remaining organized.
• Work independently while contributing positively to the team.
• Learn hotel systems and procedures quickly.
• Adapt to changing priorities and guest needs.

Physical Requirements

This position regularly requires the ability to:

• Stand and walk for up to 8 hours per shift.
• Lift, carry, push, or pull up to 25 pounds.
• Operate computers, telephones, printers, and other office equipment.
• Bend, reach, kneel, and occasionally climb stairs.
• Perform repetitive hand and wrist movements while typing and using office equipment.

Schedule Requirements

This position requires flexibility and may include:

• Morning, afternoon, evening, weekend, and holiday shifts.
• Attendance during special events or high occupancy periods.

Our Service Promise

Every Front Desk Host is expected to create memorable experiences by making every guest feel welcomed, valued, appreciated, and genuinely cared for. Through authentic hospitality, teamwork, and attention to detail, we strive to exceed expectations and create guests for life.

Pay: From $12.00 per hour

Benefits:

• Employee discount
• Paid time off
• Retirement plan

Work Location: In person

Salary : $12