Job Details

Job Summary:

We are seeking a friendly, professional, and detail-oriented Customer Service Representative to join our hotel team. You will be the first point of contact for our guests, handling check-ins, check-outs, reservations, guest inquiries, and ensuring a memorable stay through exceptional service. This is the day shift job.

Key Responsibilities:

• Greet guests warmly upon arrival and assist with check-in/check-out procedures.

• Handle phone calls, emails, and in-person inquiries regarding reservations, amenities, and local attractions.

• Resolve guest complaints efficiently and professionally, escalating issues when needed.

• Coordinate with housekeeping and maintenance to ensure timely room readiness and guest satisfaction.

• Process payments and maintain accurate guest accounts using the hotel’s property management system (PMS).

• Upsell rooms and hotel services to maximize occupancy and guest experience.

• Maintain a clean and organized front desk and lobby area.

• Follow all hotel policies, procedures, and safety standards.

• Required Skills & Qualifications:

• High school diploma or equivalent (associate degree or hospitality training is a plus).

• Previous hotel or customer service experience preferred.

• Preferred Qualities:

• Multilingual skills are a plus.

• Familiarity with local attractions and services.

• A warm, welcoming demeanor and strong problem-solving skills.

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• Strong communication and interpersonal skills.

• Ability to stay calm and professional under pressure.

• Comfortable using computer systems (e.g., reservation/PMS software, Microsoft Office).

• Must be available to work flexible hours including nights, weekends, and holidays.