Guest Services Representative

Job DetailsJob Location: LDMC - Durham, NC 27705Position Type: Full TimeSalary Range: $19.00 - $19.00 HourlyAt the heart of exceptional hospitality is a genuine connection with our guests. As a Guest Services Representative, you will play a key role in creating memorable first and last impressions, ensuring each guest experience is seamless, personalized, and reflective of our commitment to excellence.

Position Summary

The Guest Services Representative is responsible for delivering a high level of service throughout the guest journey - from arrival to departure. This role ensures efficient front desk operations while building meaningful guest relationships and anticipating needs to exceed expectations.

Key Responsibilities

Provide a warm and professional welcome, managing guest check-in and check-out processes in accordance with established procedures


Respond promptly and thoughtfully to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction while keeping leadership informed of escalated matters


Optimize room revenue and occupancy through effective upselling and yield management strategies


Review daily arrivals and reservations to identify special requests, VIPs, and preferences; coordinate and execute amenities and personalized touches accordingly


Maintain up-to-date knowledge of room types, rates, packages, promotions, and property offerings


Serve as a knowledgeable resource on hotel amenities, services, and local attractions


Accurately handle cash, billing, and financial transactions in compliance with accounting standards


Complete all required reports and documentation with accuracy and attention to detail


Collaborate with all team members to ensure seamless operations

What We’re Looking For

A passion for hospitality and delivering exceptional guest experiences


Strong communication and interpersonal skills


Ability to multitask and remain composed in a fast-paced environment


Attention to detail and commitment to accuracy


A team-first mindset with a willingness to support others

Benefits & Perks

Comprehensive Medical, Dental, and Vision Insurance


Short-Term Disability, Long-Term Disability, Life Insurance, Critical Illness & Accident Coverage


401(k) with Employer Match (eligible after 6 months)


8 Paid Holidays


Paid Time Off (PTO)


Free Parking


Employee Assistance Program (EAP)


Family & Friends Hotel Discounts


Growth and Development Opportunities within a premier hospitality environment

Qualifications

1–2 years of customer service experience required; prior Guest Services or Front Desk experience preferred


Strong English communication skills, both written and verbal


Ability to lift up to 30 pounds as needed


Ability to stand for extended periods of time