What does a Guest Service Representative do?
A guest service representative is responsible for supporting the front desk operations, assisting guests with their needs, and handling guests' inquiries. Guest service representatives duties' include processing payments, leading the guests to their respective rooms, responding to the guests' requests, escalating high-level complaints, maintaining the cleanliness and orderliness of the common areas, performing administrative duties, and suggesting recommendations for improving the guests' experience. A guest service representative should have excellent customer service and communication skills to increase the business's positive feedback.
Guest service representative responsibilities
Here are examples of responsibilities from real guest service representative resumes:
- Manage department's expenses, complete weekly schedules, oversee payroll accuracy and act as a mentor to fellow supervisors.
- Provide energetic and enthusiastic customer service to VIP clientele.
- Operate PBX system including mail/message service; for hotel reservations
- Handle phone inquiries and phone communications to verify upcoming reservations and pet medical records.
- Exhibit exemplary customer service to patients while providing a therapeutic and comfortable environment within the clinic.
- Operate machinery for pools and slides and CPR certify
- Educate guests on EWC's programs, offers and promotions.
- Bag guest groceries' following Busch's bagging procedures and guest requests.
- Cross-Train in serving, bakery, expo-line, host desk and bartending.
- Check out guest and bag all groceries and other purchases make in the store.
- Work as a guest service associate (GSA) to maintain restaurant cleanliness and appearances.
- Assess service compliance base in national standards for hotel categorization, preserving a 5 stars category.
- Create a memorable guest experience by utilizing EWC terminology, and tailoring the scripts and standard responses.
- Detail training and knowledge in culinary pairings, sales techniques, arranging company-sponsore meetings and charity events.
- Collaborate with staff supervisors for school group workshops which educate the students in the fields of math and science.
Guest service representative skills and personality traits
We calculated that 22% of Guest Service Representatives are proficient in Reservations, Guest Service, and Cleanliness. They’re also known for soft skills such as Computer skills, Customer-service skills, and Listening skills.
We break down the percentage of Guest Service Representatives that have these skills listed on their resume here:
- Reservations, 22%
Assisted customers with reservations via telephone, Conducted necessary procedures for customer complaints and needs.
- Guest Service, 15%
Supervised, educated and motivated 15 Guest Service Representatives to improve overall guest experience * Coordinated and managed special projects
- Cleanliness, 7%
Provided consumer information of store locations and services while upholding company standards, product quality and cleanliness standards.
- Good Judgment, 6%
Demonstrated ability to interact commendably with both guests and colleagues independently, maintaining good judgment and composure in fast-paced environments.
- Customer Service, 6%
Provided exceptional customer service to all guests Registered incoming guests, assisted them throughout their stay, prepared billing statements upon departure
- POS, 4%
Operated computerized POS cash register and inventory management system including accurate entry of sales information.
Common skills that a guest service representative uses to do their job include "reservations," "guest service," and "cleanliness." You can find details on the most important guest service representative responsibilities below.
Customer-service skills. Another soft skill that's essential for fulfilling guest service representative duties is customer-service skills. The role rewards competence in this skill because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." According to a guest service representative resume, here's how guest service representatives can utilize customer-service skills in their job responsibilities: "complete gsr checklist, print day reports, check guest balances and process 7days auto-bill payments and balance shift. "
Listening skills. Another skill that relates to the job responsibilities of guest service representatives is listening skills. This skill is critical to many everyday guest service representative duties, as "representatives must listen carefully to ensure that they understand customers in order to assist them." This example from a resume shows how this skill is used: "communicated with managers, other gsr's and housekeeping as needed. "
Patience. For certain guest service representative responsibilities to be completed, the job requires competence in "patience." The day-to-day duties of a guest service representative rely on this skill, as "representatives should be patient and polite, especially when interacting with dissatisfied customers." For example, this snippet was taken directly from a resume about how this skill applies to what guest service representatives do: "meet with customers to respond to and resolve customer complaints and conflicts; use patience andcourtesy in dealing with the public. "
Problem-solving skills. A commonly-found skill in guest service representative job descriptions, "problem-solving skills" is essential to what guest service representatives do. Guest service representative responsibilities rely on this skill because "representatives must determine solutions to customers’ problems." You can also see how guest service representative duties rely on problem-solving skills in this resume example: "processed hotel guest reservations, special requests, cancellations, payments, resolved customer discrepancies and provided attraction information. "
Communication skills. Another skill commonly found on guest service representative job descriptions is "communication skills." It can come up quite often in guest service representative duties, since "customer service representatives must be able to provide clear information in writing, by phone, or in person." Here's an example from a resume of how this skill fits into day-to-day guest service representative responsibilities: "greeted and processed guest reservations, registration and departures, in a warm friendly, service-oriented manner using exceptional communication skills. "
The three companies that hire the most guest service representatives are:
- Nothing Bundt Cakes438 guest service representatives jobs
- Thorntons308 guest service representatives jobs
- Marriott International100 guest service representatives jobs
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Compare different guest service representatives
Guest service representative vs. Customer service trainer
A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.
These skill sets are where the common ground ends though. The responsibilities of a guest service representative are more likely to require skills like "reservations," "guest service," "good judgment," and "guest issues." On the other hand, a job as a customer service trainer requires skills like "customer care," "strong customer service," "product knowledge," and "gross margin." As you can see, what employees do in each career varies considerably.
Customer service trainers tend to make the most money working in the telecommunication industry, where they earn an average salary of $32,603. In contrast, guest service representatives make the biggest average salary, $29,331, in the retail industry.On average, customer service trainers reach similar levels of education than guest service representatives. Customer service trainers are 1.8% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Guest service representative vs. Customer service desk
The responsibilities of working in a customer service desk primarily revolves around ensuring customer satisfaction by responding to their inquiries and concerns. There are instances when it is required to provide directions, locate products, make reservations, and resolve various issues. There may also be administrative tasks such as handling and making calls, assisting customers in filling out forms, preparing paperwork and reports, arranging records, and coordinating with various staff members to ensure that a customer receives quality service.
Each career also uses different skills, according to real guest service representative resumes. While guest service representative responsibilities can utilize skills like "reservations," "guest service," "cleanliness," and "good judgment," customer service desks use skills like "service desk," "strong customer service," "front desk," and "windows."
On average, customer service desks earn a higher salary than guest service representatives. Some industries support higher salaries in each profession. Interestingly enough, customer service desks earn the most pay in the manufacturing industry with an average salary of $36,683. Whereas guest service representatives have higher pay in the retail industry, with an average salary of $29,331.Average education levels between the two professions vary. Customer service desks tend to reach similar levels of education than guest service representatives. In fact, they're 0.5% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Guest service representative vs. Customer service executive
A front desk representative is responsible for welcoming guests, processing their reservations, and responding to their inquiries and concerns. Front desk representatives perform various administrative and clerical duties as needed, ensuring customer satisfaction to generate revenues and increase profitability, as well as keeping the company's good reputation for clients' loyalty. They organize and maintain the cleanliness of the front desk area at all times and lead guests to the appropriate department. A front desk representative must have excellent customer service and organizational skills to handle different visiting purposes of the guests.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a guest service representative is likely to be skilled in "reservations," "guest service," "cleanliness," and "good judgment," while a typical customer service executive is skilled in "strong customer service," "post sales," "excellent organizational," and "customer satisfaction."
Customer service executives typically earn higher educational levels compared to guest service representatives. Specifically, they're 8.2% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Guest service representative vs. Front desk representative
Even though a few skill sets overlap between guest service representatives and front desk representatives, there are some differences that are important to note. For one, a guest service representative might have more use for skills like "good judgment," "property management system," "gsr," and "excellent interpersonal." Meanwhile, some responsibilities of front desk representatives require skills like "patients," "math," "booking," and "phone calls. "
In general, front desk representatives earn the most working in the retail industry, with an average salary of $30,416. The highest-paying industry for a guest service representative is the retail industry.In general, front desk representatives hold similar degree levels compared to guest service representatives. Front desk representatives are 0.4% less likely to earn their Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.Types of guest service representative
Updated January 8, 2025
