Guest Service Representative at Price Hospitality Group, LLC – Overland Park, Kansas

The Guest Service Representative is responsible for delivering exceptional customer service to guests, ensuring a smooth check-in and check-out process, and addressing guest needs promptly. This role plays a critical part in creating a positive and memorable guest experience.

Responsibilities & Duties

• Register guests and assign rooms, accommodating special requests whenever possible.
• Assist with pre-registration and room blocking for reservations.
• Verify payment methods and follow credit-checking procedures.
• Handle guest complaints and requests professionally.
• Answer phones, make reservations, and update guest information in the system.
• Maintain guest room key storage and safe deposit box access.
• Coordinate room status updates with housekeeping.
• Process guest check-outs and perform cashier-related functions.
• Use proper telephone etiquette and handle mail, packages, and messages.
• Communicate hotel services and amenities to guests.
• Attend department meetings and follow safety and emergency procedures.
• Perform other duties as assigned.

Skills/Abilities and Knowledge

• Excellent communication skills
• Detail-oriented
• Ability to multitask in a fast-paced environment
• Professional demeanor
• Strong customer service skills

Education (level and type)

• High school diploma or equivalent preferred

Required Work Experience

• Previous hotel-related experience preferred

Certifications and/or Licenses

• Valid driver license legally allowing driving for work purposes during working hours
• Valid automobile insurance when operating a vehicle for business purposes

Continuing Education Courses

• Hospitality or customer service training recommended

Working Conditions

• Must be able to work nights, weekends, and holidays
• Fast-paced environment with frequent guest interaction
• In-person, regular, predictable attendance is essential to the position

Physical Requirements

• Ability to stand and walk for extended periods of time while working at the front desk and assisting guests
• Ability to sit for extended periods while performing computer-based tasks, reservations, and reporting
• Ability to alternate between sitting and standing throughout the shift as operational needs require
• Occasional lifting, carrying, pushing, or pulling of items such as packages, guest amenities, or office supplies, generally not to exceed 25 pounds
• Manual dexterity sufficient to operate computers, telephones, credit card terminals, key systems, printers, and other front desk equipment
• Visual ability to read computer screens, guest information, reports, and signage
• Auditory and verbal ability to communicate clearly and professionally with guests, coworkers, and management in person and by telephone
• Ability to move throughout the hotel to assist guests, deliver items, or respond to service needs
• Ability to work flexible hours, including evenings, weekends, holidays, and overnight shifts, as required by hotel operations