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Guest service representative skills for your resume and career

Updated January 8, 2025
4 min read
Guest service representative example skills
Below we've compiled a list of the most critical guest service representative skills. We ranked the top skills for guest service representatives based on the percentage of resumes they appeared on. For example, 22.5% of guest service representative resumes contained reservations as a skill. Continue reading to find out what skills a guest service representative needs to be successful in the workplace.

15 guest service representative skills for your resume and career

1. Reservations

Here's how guest service representatives use reservations:
  • Assisted customers with reservations via telephone, Conducted necessary procedures for customer complaints and needs.
  • Check in/Check out guest reservations Night auditing Managing credit card reporting information for motel records

2. Guest Service

Here's how guest service representatives use guest service:
  • Supervised, educated and motivated 15 Guest Service Representatives to improve overall guest experience * Coordinated and managed special projects
  • Maintained hotel activity log to ensure seamless communication between management, guest service representatives, housekeeping, and maintenance.

3. Cleanliness

Here's how guest service representatives use cleanliness:
  • Provided consumer information of store locations and services while upholding company standards, product quality and cleanliness standards.
  • Maintained the cleanliness and organization of lobby and reception area; aware of overall customer satisfaction standards.

4. Good Judgment

Here's how guest service representatives use good judgment:
  • Demonstrated ability to interact commendably with both guests and colleagues independently, maintaining good judgment and composure in fast-paced environments.
  • Have good judgment or discernment on the phones when talking to guests when it comes to unique requests.

5. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how guest service representatives use customer service:
  • Provided exceptional customer service to all guests Registered incoming guests, assisted them throughout their stay, prepared billing statements upon departure
  • Provided exceptional customer service maintaining guest happiness and relations by providing a courteous prompt attitude toward working relations and interactions.

6. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how guest service representatives use pos:
  • Operated computerized POS cash register and inventory management system including accurate entry of sales information.
  • Operated cash register, credit card machine and POS system with knowledge of policies and procedures of the equipment.

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7. Guest Issues

Here's how guest service representatives use guest issues:
  • Resolved guest issues using innovative problem resolution techniques and issued appropriate compensation that considered guest satisfaction and overall company goals.
  • Coached District Managers with resolution of sensitive guest issues and increased overall customer service satisfaction during my tenure.

8. Cash Handling

Here's how guest service representatives use cash handling:
  • Cash Handling *Reservations *Answer multiple line phone system *Group Sales *Filing Documents *All Hotel Hospitality *Direct Customer Service *Auditing/Data Input
  • Provided outstanding customer service to store customers Cash handling Processed customer returns & exchanges Organized work area

9. Computer System

Here's how guest service representatives use computer system:
  • Updated computer system with guest arrivals/departures Completed shift reports each day detailing reservations, check-in/check-outs, and charges
  • Processed guest registration and payments along with completing designated cashier and closing reports in computer system.

10. Night Audit

A night audit is conducted at the end of every day to determine the daily sales and revenue taken in. This process is frequently found in companies offering hospitality services, such as hotels and restaurants. Night audits also help managers confirm that any accounting conducted by the front desk is accurate, regardless of whether this system is done by hand or automated.

Here's how guest service representatives use night audit:
  • Assured completeness, accuracy and timely delivery of night audit and other managerial reports.
  • Handled night audit including responsibility of reconciliation of daily revenue and census totals.

11. Property Management System

Here's how guest service representatives use property management system:
  • Performed nightly balancing statement of LodgeNet and long distance telephone services to ensure proper posting to property management system.
  • Printed backup reports from property management system and ensured housekeeping status of rooms was updated.

12. GSR

Here's how guest service representatives use gsr:
  • Performed the duties and responsibilities of a GSR, front desk clerk who assisted guest with any basic needs.
  • Informed Management, GM, and fellow GSR's as needed of any concerns with guests or property.

13. Excellent Interpersonal

Here's how guest service representatives use excellent interpersonal:
  • Communicated with irate customers using excellent interpersonal-communication skills.
  • Provided individualized customer service to all retail patrons; used excellent interpersonal and communication skills to provide assistance and customer service.

14. Team Work

Here's how guest service representatives use team work:
  • Team work with House Keeping making sure guest rooms were available and clean as well as with fellow Front Desk clerks.
  • Demonstrated extreme flexibility and team work to ensure company goals were achieved by acting as Concierge and Operator during staff shortages.

15. Hotel Services

Hotel Services are those tools, resources, and products offered by a hotel. These often differ from one such institution to the next and are thus of varying quality, representation, and type. A hotel might offer an array of these or none of these following services: flower arrangements, medical attention on the spot, pools, dry cleaning, car rental services, catering or, as it is known, room service, and guided tours.

Here's how guest service representatives use hotel services:
  • Provided excellent customer service while also selling rooms sponsoring hotel services.
  • Communicated hotel services and provided local entertainment information.
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List of guest service representative skills to add to your resume

Guest service representative skills

The most important skills for a guest service representative resume and required skills for a guest service representative to have include:

  • Reservations
  • Guest Service
  • Cleanliness
  • Good Judgment
  • Customer Service
  • POS
  • Guest Issues
  • Cash Handling
  • Computer System
  • Night Audit
  • Property Management System
  • GSR
  • Excellent Interpersonal
  • Team Work
  • Hotel Services
  • Guest Accounts
  • Room Charges
  • Marriott
  • Guest Satisfaction
  • Guest Relations
  • VIP
  • Room Availability
  • Hotel Guests
  • Telephone Calls
  • Guest Rooms
  • Room Reservations
  • Guest Complaints
  • Excellent Guest
  • PBX
  • Guest Reservations
  • Front Desk Operations
  • Exceptional Guest
  • Customer Complaints
  • Room Rates
  • Local Attractions
  • Financial Transactions
  • Assigns Rooms
  • Guest Registration
  • Simon
  • Remainder
  • Greeting Guests
  • Customer Inquiries
  • Guest Inquiries
  • Hotel Reservations
  • Payment Types
  • Relay Messages
  • Inbound Calls
  • Hotel Amenities

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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