What are the responsibilities and job description for the Guest Service Representative position at Wright Investments?
About the Hotel
The Grand Adirondack Hotel, located in the heart of Lake Placid, blends timeless Adirondack charm with modern hospitality. We are seeking a friendly, service-driven Guest Service Representative to join our team and deliver a welcoming and memorable experience for every guest.
Position Summary
The Guest Service Representative serves as the first point of contact for our guests, ensuring a seamless and positive arrival, stay, and departure experience. This role involves providing exceptional service, handling reservations, check-ins, check-outs, and responding to guest needs with efficiency, professionalism, and genuine hospitality.
Key Responsibilities
Welcome guests with warmth and professionalism, creating a memorable first impression.
Handle check-ins, check-outs, and room assignments efficiently while following hotel policies.
Answer guest inquiries in person, by phone, and via email, providing accurate and helpful information about the hotel, Lake Placid attractions, and services.
Process reservations, cancellations, and changes through the property management system.
Handle guest requests, complaints, and concerns with empathy and urgency, ensuring timely resolution and guest satisfaction.
Assist with billing, payment processing, and maintaining accurate guest records.
Collaborate with housekeeping, maintenance, and other departments to ensure smooth daily operations.
Uphold brand standards of cleanliness, service, and hospitality throughout the front desk area.
Promote hotel amenities, dining outlets, and local attractions to enhance the guest experience.
Maintain security of guest information and follow safety procedures.
Qualifications
Previous customer service or hotel front desk experience preferred; hospitality background a plus.
Strong interpersonal and communication skills, with a friendly and approachable demeanor.
Ability to multitask, remain calm under pressure, and handle guest concerns with professionalism.
Basic computer skills; familiarity with hotel property management systems preferred (training provided).
Flexible schedule availability, including weekends and holidays.
High school diploma or equivalent required; hospitality coursework or degree is a plus.
What We Offer
Competitive pay and benefits package
Employee discounts on hotel stays and dining
Opportunities for growth and advancement within the property and company
A supportive and team-oriented environment in one of the most scenic destinations in the Northeast
