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

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

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

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.