The Guest Service Associate maximizes revenue and creates lasting value by providing excellent customer service to all guests and owners. This role serves as the primary point of contact for the property. Responsibilities include managing effective reservation sales, handling guest accounts efficiently and accurately, and assisting in all phases of the guest experience from seamless check-ins and check-outs to proactive problem resolution. As a team-first property, this position also requires a collaborative spirit to assist housekeeping and maintenance team members when needed, and a dedicated focus on supporting property owners with their personal reservations and unit requests.
The Guest Service Associate manages the complete guest experience by greeting visitors warmly, facilitating efficient check-in and check-out processes, and resolving any issues or complaints promptly and professionally. The associate maximizes property revenue by effectively handling inquiry calls, executing reservation sales, and capitalizing on upselling opportunities. Financial accuracy is essential, requiring the associate to manage all guest and owner accounts accurately, process payments securely, and balance daily transactions. This role also acts as a dedicated resource for property owners by assisting with their personal reservations, coordinating specific requests regarding their units, and maintaining positive relationships. Finally, the associate supports the overall operation of the inn by assisting the housekeeping and maintenance teams during peak times or when uniquely needed, while maintaining clear communication logs to seamlessly pass critical operational information between shifts.
Candidates should ideally possess previous experience in hospitality, front desk operations, or customer service. Exceptional interpersonal and communication skills are required, along with a passion for delivering a high-quality guest experience. The role demands proficiency with property management systems, reservation software, and basic computer applications. Candidates must demonstrate a strong ability to multi-task, stay organized, and resolve conflicts calmly in a fast-paced environment. This position requires a flexible schedule, including availability for mornings, evenings, weekends, and holidays. Additionally, candidates must be able to stand for extended periods and assist other departments with minor physical tasks as required.
With a family of five self managed brands, a collection of nearly 100 independent spirited hotels and 33 restaurants across 27 states and 2 countries, Lark is North America’s leading hospitality management company and brand choice for hotels under 150 keys.
Who we are.
At Lark we are about people and service. We exist to bring people together, to create life-affirming experiences and to deliver exceptional hospitality to all we encounter.
On the ground we meet people eye to eye, without pretense or preconceived notions. We offer service and attention when wanted but privacy when it’s not. We present ourselves as we are, with personality, warmth, energy and integrity. To our guests we offer to support their agenda and do not overlay our own. We always remember that the experience we provide comes with high expectations and could be part of a pivotal part of our guests lives.
We seek people that have a natural hospitality soul and we believe that skills, procedures and the details can be taught. Good people create great experiences. Within our organization, we care for our team members as they care for our guests. We aim to develop and offer as many opportunities for growth and mentorship as possible. We celebrate each other and thrive because of it.
In our relationships with owners and investors we pledge to be genuine, collaborative, honest, and transparent in all of our interactions. We will work with intention and efficiency and to earn trust. If we make mistakes, we learn from them and memorialize our corrections so we’re always getting better. Above all else, we value healthy collaboration and long-term connections.
