Job Description

Guest Service Representative - PM Shifts (Full-Time / Part-Time)

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Shift Hours:

PM Shift: 3:00 PM - 11:00 PM Required Work Hours: 8-hour shifts.

Scope of Responsibilities:

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To uphold and maintain the Front Office Department's highest quality standards as established by the Brand and Management Company. You are expected to provide a consistently excellent guest experience, represent our service culture, and ensure operational excellence during your scheduled shift.

ESSENTIAL GUEST SERVICE REPRESENTATIVE TASKS:

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Reservations & Guest Services: + Create and maintain reservations accurately and promptly. + Provide a warm, professional welcome to guests during check-in and check-out.
+ Answer phone calls using the designated script, within 3 rings.
+ Accurately relay guest messages and inquiries to the appropriate department.
Sales & Promotions: + Properly sell guest rooms using up-selling techniques as trained. + Promote IHG and Management Company programs, services, and specials.
Guest Satisfaction: + Display a service-oriented attitude at all times: positive, energetic, empathetic, and professional. + Promptly respond to guest needs, concerns, and requests.
Work Area Cleanliness: + Keep the Front Desk, Lobby, Back Office, Business Center, and Fax Area clean and organized at all times. + Routinely inspect guest-facing areas and report maintenance issues.
Documentation & Logs: + Maintain accurate and up-to-date logs, including: + - Cash Count Log
- Lost and Found
- Maintenance Log

Meeting Room Contracts
- Front Desk Communication Log (Quore)
Financial Handling: + Maintain a balanced Cash Drawer ($300.00 standard).
Follow proper cash handling, overage/shortage documentation, and safe drop procedures.
+ Notify immediate supervisor of any discrepancies.
Security & Privacy Compliance: + Follow Management Company and IHG policies regarding guest privacy, credit card handling, and personal data. + Must complete IHG certification and pass all required training.
Communication & Equipment: + Use operational radios correctly for communication with other departments. + Ensure radios are charged and stored properly at end of shift.
Emergency Procedures: + Read and understand Emergency Procedures thoroughly.
Participate in initial and quarterly emergency training.
+ Be prepared to implement emergency protocols when necessary.
Training & Development: + Attend a minimum of one training course annually (web-based or classroom via IHG). + Complete all brand-required certifications within 90 days of hire.
Other Duties: + Follow proper clock-in/out procedures. + Wear the complete and correct uniform.
+ Maintain professionalism in all guest and coworker interactions.
+ Perform other duties as assigned by management.

EDUCATION REQUIREMENTS:

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Minimum: High School Diploma or GED Certifications: Completion of brand-required courses within 90 days of hire.

REQUIRED SKILLS & EXPERIENCE:

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Must be knowledgeable in basic computer programs (Microsoft Word, Excel, email systems). Strong verbal and written communication skills. Ability to handle multiple tasks while maintaining quality and accuracy.

PHYSICAL REQUIREMENTS:

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Standing: Frequent Walking: Constant Sitting: Occasional Lifting: Occasional (up to 50 lbs) Bending: Frequent
Mobility: Must have full use of hands and legs



This job description reflects the core responsibilities of AM and PM Guest Service Representatives, with expectations adapted for full-time and part-time roles. Flexibility, professionalism, and a commitment to excellent guest service are essential for success in this position.