Guest Service Representative at Riddle s Group – Dubuque, Iowa

We are seeking a friendly, professional, and service-oriented Guest Service Agent to be the welcoming face of our resort. In this role, you will be responsible for creating a positive first and last impression for our guests by delivering exceptional customer service throughout their stay. From check-in to check-out, you’ll ensure guest needs are met with accuracy, care, and professionalism.

Key Responsibilities

• Follow daily AM or PM front desk checklists and operational procedures
• Greet guests warmly and respond to all questions, requests, and concerns in a professional and respectful manner
• Register guests by confirming room preferences, assigning rooms, collecting required information and signatures, and issuing room keys according to resort standards
• Accurately complete check-in and check-out procedures, including proper posting codes and transactions
• Handle cash and credit transactions following established procedures
• Review the resort layout with guests and provide clear directions to guest rooms, indoor waterpark, and other resort amenities
• Communicate and deliver guest messages, mail, packages, and other items in a timely manner
• Maintain and update the front desk information binder, including resort services, hours of operation, entertainment, and local attractions
• Update guest folios and reservations accurately within the Property Management System (PMS)
• Make resort reservations following established reservation procedures
• Maintain a thorough understanding of Lost & Found and Guest Safety Deposit Box procedures
• Communicate effectively with housekeeping and other departments to ensure a seamless guest experience
• Perform additional duties as assigned by Guest Services leadership

Qualifications

• Excellent customer service and communication skills
• Basic computer proficiency
• Strong telephone etiquette with the ability to build rapport and project a friendly, professional tone
• Ability to lead by example and maintain a positive attitude
• High School Diploma or equivalent experience

Physical Requirements

• Ability to lift up to 10 lbs. frequently
• Ability to sit and/or stand for extended periods of time

Why Join Our Guest Services Team?

• Be part of a guest-focused team that creates memorable resort experiences
• Work in a fast-paced, engaging environment
• Gain valuable hospitality and customer service experience
• Opportunities to grow and develop within the Guest Services department

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