Guest Services Representative

1 week ago


Schaumburg, Illinois, United States Extended Stay America Full time
Job Overview

As a **Guest Services Representative**, you will play a vital role in ensuring a welcoming and pleasant experience for all guests during their stay. Your primary responsibilities will include greeting and registering guests, providing exceptional service, and managing guest accounts upon departure.


Key Responsibilities:

• Register guests and handle reservations, including modifications and cancellations.

• Deliver attentive, courteous, and efficient service to all guests before and throughout their stay, while optimizing room revenue and occupancy rates.

• Approach all interactions with guests and colleagues in a friendly, service-oriented manner.

• Uphold high standards of personal appearance and grooming, including adherence to uniform and name tag requirements.

• Maintain regular attendance in accordance with company standards and scheduling needs.

• Adhere to company policies, standards, and regulations to promote safe and efficient hotel operations.

• Greet and welcome all guests at the Front Desk, ensuring a warm and friendly atmosphere.

• Operate the telephone switchboard effectively, meeting all performance standards.

• Manage requests for information, mail, and messages with efficiency and courtesy.

• Respond to guest inquiries regarding hotel services, facilities, and operational hours.

• Provide information about local attractions, transportation, and entertainment options.

• Foster good communication and teamwork with fellow associates and other hotel departments.

• Stay informed about rates, packages, and special promotions, as well as in-house groups and restricted dates.

• Collect necessary information for room reservations and follow established procedures for rate quoting.

• Familiarize yourself with company policies and hospitality terminology.

• Assist in emergency procedures as required.

• Handle check-ins and check-outs in a friendly, efficient manner.

• Operate all relevant aspects of the Front Desk computer system proficiently.

• Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms as needed.

• Utilize proper radio etiquette when communicating with other associates.

• Deliver guest items such as luggage, newspapers, and requested amenities promptly.

• Maintain an up-to-date knowledge of property amenities, special events, and local attractions.


• Perform additional duties as assigned, which may include assisting coworkers in other areas, maintaining a clean work environment, and ensuring overall safety and cleanliness throughout the hotel.



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