Guest Service Associate

Job Summary

The Guest Service Associate maximizes revenue and creates lasting value by providing excellent customer service to all guests and owners. This role serves as the primary point of contact for the property. Responsibilities include managing effective reservation sales, handling guest accounts efficiently and accurately, and assisting in all phases of the guest experience from seamless check-ins and check-outs to proactive problem resolution. As a team-first property, this position also requires a collaborative spirit to assist housekeeping and maintenance team members when needed, and a dedicated focus on supporting property owners with their personal reservations and unit requests.

Core Responsibilities

The Guest Service Associate manages the complete guest experience by greeting visitors warmly, facilitating efficient check-in and check-out processes, and resolving any issues or complaints promptly and professionally. The associate maximizes property revenue by effectively handling inquiry calls, executing reservation sales, and capitalizing on upselling opportunities. Financial accuracy is essential, requiring the associate to manage all guest and owner accounts accurately, process payments securely, and balance daily transactions. This role also acts as a dedicated resource for property owners by assisting with their personal reservations, coordinating specific requests regarding their units, and maintaining positive relationships. Finally, the associate supports the overall operation of the inn by assisting the housekeeping and maintenance teams during peak times or when uniquely needed, while maintaining clear communication logs to seamlessly pass critical operational information between shifts.

Qualifications & Skills

Candidates should ideally possess previous experience in hospitality, front desk operations, or customer service. Exceptional interpersonal and communication skills are required, along with a passion for delivering a high-quality guest experience. The role demands proficiency with property management systems, reservation software, and basic computer applications. Candidates must demonstrate a strong ability to multi-task, stay organized, and resolve conflicts calmly in a fast-paced environment. This position requires a flexible schedule, including availability for mornings, evenings, weekends, and holidays. Additionally, candidates must be able to stand for extended periods and assist other departments with minor physical tasks as required.