Guest Services Representative

1 week ago

Lake Oswego, Oregon, United States Spire Hospitality Full time

Position Summary: As a Guest Services Representative, you will warmly welcome and register visitors, ensuring prompt and courteous assistance. You will facilitate the check-out process for guests and address any challenges they may encounter during their stay. Your role includes upgrading accommodations and promoting hotel services and amenities. You will manage the registration process, code electronic keys, and make suitable room selections based on guest preferences. Additionally, you will promote and implement Marketing Programs for incoming guests, ensuring they are informed about their room location and assisting them to their accommodations. A welcome packet containing room keys and tokens of appreciation will be provided to each guest.

Key Responsibilities:

  • Welcome guests immediately with a friendly demeanor. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  • Complete the registration process by entering and retrieving information from a computer system, confirming essential details such as the number of guests and room rates. Promote marketing initiatives and select rooms based on guest needs. Code electronic keys and confirm room numbers and rates non-verbally. Provide welcome folders containing room keys, certificates, and other relevant materials.
  • Verify and process credit card authorizations using electronic methods. Handle cash transactions, make change, and balance an assigned cash drawer. Accept and document vouchers, travelers' checks, and other payment forms. Perform accurate arithmetic functions using a calculator and post charges to guest accounts using the computer.
  • Promptly answer phone calls with clear and positive communication. Input messages into the computer system and relay messages to guests. Retrieve mail, small packages, and faxes for guests as requested.
  • Close guest accounts during check-out and ensure satisfaction. In cases of dissatisfaction, investigate and attempt to resolve issues within established guidelines, potentially escalating to a supervisor.
  • Address guest complaints by conducting thorough research to develop effective solutions for complications such as room changes or billing issues. Remain calm and alert, especially during emergencies or busy periods, and implement detailed steps using sound judgment.
  • Request assistance from guest service personnel to escort guests to their rooms as necessary.
  • Provide safety deposit box services by escorting guests to the vault and assisting with lock operations.
  • Operate facsimile machines to send, receive, and log incoming transmissions, notifying guests of incoming faxes.
  • Utilize photocopiers to make copies as needed.
  • Organize registration cards in room number order and retrieve them for check-out.
  • Perform additional duties as assigned by the supervisor, including assisting PBX operators or reservations agents.

Required Skills and Qualifications:


The ideal candidate must possess the following skills and abilities and be able to demonstrate their capability to perform the essential functions of the role, with or without reasonable accommodation.


  • Strong proficiency in using a calculator for moderately complex mathematical calculations.
  • Ability to effectively interact with both internal and external customers, requiring patience, tact, and diplomacy to resolve conflicts and gather accurate information.
  • Capability to stand and move throughout the front office while continuously performing essential job functions.
  • Proficient in reading, listening, and communicating effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.

Qualifications:

  • Any combination of education and experience equivalent to high school graduation or other relevant education, training, or experience that provides the necessary knowledge, skills, and abilities.
  • No special licenses required.
  • No prior experience necessary; however, prior experience in hospitality is preferred.
  • Additional language skills are preferred.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


The contractor will not discharge or discriminate against employees or applicants based on inquiries about, discussions of, or disclosures regarding their own pay or the pay of another employee or applicant.

However, employees with access to compensation information as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals without access to that information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR c)

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