Guest Services Representative

Overview

The Guest Services Representative (GSR) plays a key role in creating exceptional guest experiences and serves as one of the primary points of contact throughout a guest''s stay. As the first and last impression of the hotel, the GSR represents Seaport Hotel with professionalism, warmth, and attention to detail.

Guest Services Representatives are empowered to make decisions that enhance the guest experience and create lasting positive impressions. Success in this role requires anticipating guest needs, delivering service that exceeds expectations, and adapting quickly to changing situations. This position reports directly to the Guest Services Management Team and involves extensive guest interaction and a high level of detail-oriented work.

Schedule Requirements

The position includes morning and afternoon/evening shifts with regular weekend attendance. Holidays are scheduled as business requires.

Due to the cyclical nature of hospitality, flexibility is required to meet business needs. Participation in "all hands" events may be necessary.

The hotel operates 24/7, including holidays. The company strives to support work-life balance.

Responsibilities

• Essential Functions

Guest Service & Front Desk Operations

• Deliver exceptional guest service at all times.
• Welcome guests warmly and efficiently complete check-in and check-out procedures.
• Maintain a visible and professional presence at the reception desk as the primary point of guest contact.
• Register guests promptly and ensure all information is accurately entered into hotel systems.
• Manage multiple tasks simultaneously while maintaining accuracy and efficiency.
• Answer internal and external phone calls using proper etiquette and procedures.
• Respond to guest emails with professionalism, accuracy, and appropriate grammar.
• Process room reservations and reservation inquiries.
• Handle VIP reservations and special guest requests.
• Coordinate luggage storage and retrieval as needed.
• Provide directions and recommendations for hotel amenities, local attractions, and city points of interest.

Financial Transactions

• Handle cash transactions while maintaining an accurate cash bank.
• Process deposits and credit card transactions.
• Complete foreign currency exchanges.
• Process parking transactions using cash and credit cards.

Guest Support & Communication

• Support all Guest Services areas, including:

• Communication Center

• Reception

• Concierge

• Bell Services

• Door Services

• Gift Shop

• Facilitate Rapid Response calls and enter requests into the HotSOS system.

• Monitor the security of the hotel lobby and entrance areas and communicate concerns to the Guest Services Manager on Duty and Security team members as needed.

• Ensure effective shift-to-shift communication by passing along all relevant operational and guest information.

Team Collaboration & Operations

• Maintain a clean and organized work environment, including public spaces and back-of-house areas.
• Work collaboratively with Housekeeping, Engineering, Reservations, and Food & Beverage departments.
• Assist in the training and onboarding of new team members as requested.
• Complete additional duties and special projects assigned by Guest Services Managers or the Director of Guest Services.
• Practice, promote, and uphold Seaport Hotel''s Mission, Vision, and Values in all aspects of daily operations.

Required Job Knowledge and Skills

• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Strong computer proficiency.
• Ability to multitask effectively in a fast-paced, high-volume environment.
• Strong problem-solving, decision-making, and guest resolution skills.
• Ability to remain professional and composed while managing changing priorities.

Qualifications

• Experience:
• Minimum of one (1) year of hospitality, guest service, or related experience required.

Education:

• High School Diploma, General Education Degree (GED), or international equivalent preferred.
• Bachelor''s degree preferred.

Language Skills:

• Fluency in English strongly preferred.
• Ability to read, understand, and compose instructions, memos, and routine business correspondence.

Physical Requirements:

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Standing & Mobility: Ability to stand and remain on one's feet for extended periods of time while working at the front desk and assisting guests.
• Lifting & Handling: Occasional lifting and carrying of items weighing up to 25-35 pounds, such as luggage, office supplies, or guest materials.
• Manual Dexterity: Requires finger, hand, and upper-body dexterity to operate computers, phones, key systems, printers, and other office equipment.
• Movement: Ability to walk, bend, reach, and assist guests throughout the lobby and front office areas as needed.