Job Description

About Generation Hospitality

As a recognized leader in the hospitality industry, Generation Hospitality Group brings unparalleled expertise in marketing, sales, operations and revenue management.

About The Role

The Guest Service Representative in our Front Desk department is a front-line, hourly, full-time position responsible for creating a welcoming and efficient experience for every guest. In this role, you will serve as the primary point of contact at the front desk, handling check-ins, check-outs, reservations, and guest inquiries with professionalism and warmth. You will balance administrative tasks with high-touch customer service, ensuring all guest needs are addressed promptly and accurately. Working closely with other departments, you will help maintain smooth daily operations, uphold company standards, and contribute to a positive, safe, and hospitable environment for guests and team members alike.

What You'll Do

• Serve as the first point of contact for guests, greeting them warmly and providing a professional, efficient check-in and check-out experience.
• Handle guest reservations, cancellations, modifications, and special requests accurately using the property management or front desk system.
• Answer phones and respond to in-person inquiries, providing clear information about services, amenities, hours of operation, and local area recommendations.
• Verify guest information, process payments, issue room keys, and maintain accurate records and documentation for all front desk transactions.
• Address guest concerns, requests, and complaints promptly, escalating issues to supervisors or appropriate departments when necessary.
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and facilities are ready, clean, safe, and meet guest expectations.
• Monitor lobby and front desk areas to maintain a clean, organized, and welcoming environment at all times.
• Follow established front desk procedures, safety protocols, and security measures, including verifying identification and safeguarding guest information.
• Balance cash drawers or payment reports at the beginning and end of shifts in accordance with company policies.
• Assist with daily administrative tasks such as filing, data entry, and preparing reports related to occupancy, arrivals, and departures.
• Promote property services, amenities, and any current offers to enhance the guest experience and drive engagement.
• Support a team-oriented environment by communicating effectively with colleagues and participating in shift handovers and briefings.
• Comply with all company policies, industry regulations, and departmental standards related to guest service, health, and safety.

Qualifications

• Previous experience in a customer service, hospitality, or front desk role preferred, but not always required.
• Strong verbal and written communication skills in English, with the ability to interact professionally with a wide range of guests and colleagues.
• Demonstrated ability to provide courteous, patient, and solution-focused service in a fast-paced environment.
• Basic math and computer skills, including familiarity with email, data entry, and point-of-sale or reservation systems.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities during busy periods.
• Ability to remain calm, professional, and resourceful when dealing with difficult situations or guest complaints.
• Reliability and flexibility to work various shifts, which may include evenings, weekends, and holidays as required by front desk operations.
• Professional appearance and demeanor consistent with front-of-house guest service standards.
• Ability to stand for extended periods and perform light physical tasks related to front desk operations (such as lifting or moving small items).
• High school diploma or equivalent required; additional hospitality or customer service training is an asset.