Hospitality Service Representative

2 weeks ago

Cheyenne, Wyoming, United States Avantic Lodging Enterprises Full time

Shift Schedule: 3 PM - 11 PM


Position Overview

The Hospitality Service Representative plays a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and efficiently managing the guest's account upon departure. Key responsibilities include: guest registration, reservation management, operating the hotel switchboard, and providing concierge services. The role demands a commitment to delivering attentive, courteous, and efficient service to all guests before and during their stay, while optimizing room revenue and occupancy rates.


Qualifications & Experience

  • Relevant college coursework is advantageous.
  • Previous experience in the hospitality industry is preferred.
  • A positive, enthusiastic demeanor with a strong desire to provide exceptional customer service is essential.
  • Ability to handle multiple tasks, maintain attention to detail, and solve problems effectively is required.
  • A high school diploma or equivalent is mandatory.
  • Clear communication skills are necessary.
  • Quick and accurate decision-making abilities are important.
  • Capability to perform well under pressure is essential.
  • Proficiency in addressing workplace challenges, including anticipating and resolving issues, is required.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues are necessary.
  • Basic financial literacy and arithmetic skills are needed.
  • Maintaining composure and objectivity in stressful situations is crucial.

Core Responsibilities

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Adhere to attendance policies as per company standards, with scheduling based on hotel needs.
  • Comply with all company standards and regulations to promote safe and efficient hotel operations.
  • Maintain a warm and welcoming demeanor at all times.
  • Greet and assist all guests approaching the Front Desk in line with company standards.
  • Ensure proper operation of the telephone switchboard and meet all performance standards.
  • Handle inquiries for information, mail, and messages efficiently and courteously.
  • Respond to guest questions regarding hotel services, facilities, and operational hours.
  • Provide information about local restaurants, transportation, and entertainment options.
  • Foster effective communication and teamwork with fellow associates and other hotel departments.
  • Follow all credit policies established by the company.
  • Stay informed about rates, packages, and special promotions; be aware of in-house groups and restricted dates.
  • Gather all necessary information when processing room reservations and follow established rate quoting procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Conduct check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Fully understand and operate all relevant aspects of the Front Desk computer system.
  • Remain attentive, friendly, and helpful to all guests, managers, and associates.
  • 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.
  • Participate in meetings as required by management.
  • Perform additional duties as assigned by management.

Work Environment

The work environment for this position includes typical indoor conditions, with reasonable accommodations available for individuals with disabilities to perform essential job functions.


Physical Requirements

The role requires the ability to remain standing for extended periods, engage in frequent walking, and occasionally lift items up to 10 lbs. Effective communication skills, including talking and hearing, are essential, as well as the ability to perceive visual details for tasks such as data analysis and guest interactions.


General Notes

This job description is intended to provide a general overview of the position and is not exhaustive. Additional responsibilities may be assigned by the supervisor as needed. The company reserves the right to modify job responsibilities and working hours as necessary.

Avantic Lodging Enterprises is an at-will employer, and this job description does not constitute a written or implied employment contract.



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