Guest Service Representative

Job Description Job Title: Guest Services Representative Reports to: General Manager FLSA Status: Non-Exempt Location: On-Site Direct Reports: None Department: Property Operations

JOB SUMMARY:

The Guest Service Representative (GSR) plays a critical role in delivering a safe, clean, and welcoming experience to every guest. As the first point of contact at the front desk, the GSR is responsible for check-ins, check-outs, reservations, guest assistance, and ensuring the lobby and front office areas reflect our high standards. This role also supports overall property operations and may assist with laundry and housekeeping prep as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Greet all guests with a professional, friendly attitude and provide exceptional service throughout their stay. Complete check-in and check-out procedures accurately, issue keys, and handle payments and guest accounts. Manage reservations, room assignments, and occupancy records using property management systems. Answer guest questions, resolve issues, and escalate concerns to the General Manager when appropriate. Maintain front desk and lobby area cleanliness, restock supplies, and ensure the space is presentable and secure. Prepare housekeeping carts, handle laundry, or support cleaning tasks as needed to ensure room readiness. Monitor the property for safety, cleanliness, and policy compliance and report issues to management. Perform other job duties as assigned.

QUALIFICATIONS:

High school diploma or equivalent preferred. Previous customer service or hospitality experience a plus, but not required. Basic computer skills and ability to learn reservation and payment systems. Ability to read, write, and communicate clearly in English. Bilingual in Spanish a plus. Must be at least 18 years of age. Must be legally authorized to work in the United States without current of future visa sponsorship.

EXPECTATIONS:

Maintain a professional appearance and deliver service in line with company values. Be punctual, dependable, and available to work scheduled shifts, including evenings, weekends, and holidays, with flexibility to support additional coverage when needed. Follow all safety, security, and operational procedures as trained. Maintain confidentiality of guest information and company data. Demonstrate adaptability in a fast-paced environment with changing priorities. Work as part of a team and support shared property goals.

PHYSICAL REQUIREMENTS:

Must be able to use a computer, phone, and other standard office or front desk equipment for extended periods. Must be able to stand, walk, and climb stairs for long periods during a shift. Must be able to bend, stoop, kneel, and use hands to handle, grasp, or move objects. Must be able to lift/move up to 25 pounds independently and up to 100 pounds with assistance (e.g., laundry bags, supply boxes.) Must be able to detect odors such as smoke, gas, or strong cleaning chemicals to help maintain a safe environment for guests and staff. May be exposed to cleaning chemicals, odors, dust, and varying indoor or outdoor temperatures. Must have vision abilities including close, distance, color, peripheral, and depth perception, as well as the ability to adjust focus. Must be able to perform the essential job functions with or without reasonable accommodation. J&P Hospitality/Asset Management is an equal opportunity employer and does not discriminate against otherwise qualified applicants based on race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. J&P participates in E-Verify