What does a guest services associate do?
A guest services associate specializes in providing front desk assistance to guests, usually in a hotel or similar establishment. Some of their primary responsibilities are to greet clients, assign them to their rooms, process the check-in and check-outs, manage reservations, handle calls and correspondence, and fulfill requests. Aside from being the clients' primary point of contact, the associate is also responsible for coordinating with various hotel personnel to ensure that guests are satisfied with the establishment's amenities and services, all while implementing the hotel's safety policies and regulations.
Guest services associate responsibilities
Here are examples of responsibilities from real guest services associate resumes:
- Manage the PBX telephone system by answering calls about city attractions, dining, services, policies, and directions.
- Manage crew by utilizing professional leadership skills.
- Participate in execution of marketing events such as concerts, celebrity meet and greets, giveaways, parties and tournaments.
- Process customer account payments utilizing IBM POS technology.
- Distribute all merchandise for promotional purposes and giveaways.
- Operate PBX telephone system and assist with inventory responsibilities.
- Maintain loyal customer relationships and develop new business through aggressive telemarketing.
- Greet guests using interpersonal communication skills to facilitate services or products need and completing transaction by entering data into POS system.
- Process cash transactions for patrons including credit/check advances and TITO tickets.
- Process customer transactions involving cash, casino chips and TITO tickets.
- Gain knowledge of how to operate CMP.
- Attend educational training for Aveda skincare products and service protocols.
Guest services associate skills and personality traits
We calculated that 34% of Guest Services Associates are proficient in PET, Product Knowledge, and Guest Service. They’re also known for soft skills such as Computer skills, Customer-service skills, and Listening skills.
We break down the percentage of Guest Services Associates that have these skills listed on their resume here:
- PET, 34%
Organized pet medications and documentation to ensure proper medication administration.
- Product Knowledge, 21%
Provided excellent customer service and sales by offering advice, styling tips and product knowledge on selections of clothing and accessories.
- Guest Service, 8%
Recognized for providing excellent customer service, resulting in advancement to Lead Guest Service Administrator within the company.
- Reservations, 7%
Processed all guest reservations, including guest follow up, obtaining all necessary information and accurately entering it into computer systems.
- Customer Service, 3%
Maintained friendly demeanor while answer customer questions and provided customer education on available organic products to improve customer service experience.
- Front Desk, 3%
Administered an engaging hospitality experience to international exchange students and business professionals as a front desk hotel clerk.
Common skills that a guest services associate uses to do their job include "pet," "product knowledge," and "guest service." You can find details on the most important guest services associate responsibilities below.
Customer-service skills. Another soft skill that's essential for fulfilling guest services associate 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 services associate resume, here's how guest services associates can utilize customer-service skills in their job responsibilities: "monitor registration of guest check in and check out, vacancy inventory, collect payments and cash receipts. "
Listening skills. guest services associates are also known for listening skills, which are critical to their duties. You can see how this skill relates to guest services associate responsibilities, because "representatives must listen carefully to ensure that they understand customers in order to assist them." A guest services associate resume example shows how listening skills is used in the workplace: "communicated with vendors and keep up with inventory in order to keep the front desk functional. "
Patience. guest services associate responsibilities often require "patience." The duties that rely on this skill are shown by the fact that "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example shows what guest services associates do with patience on a typical day: "maintain excellent guest relations by demonstrating patience in resolving customer conflicts. "
Problem-solving skills. A commonly-found skill in guest services associate job descriptions, "problem-solving skills" is essential to what guest services associates do. Guest services associate responsibilities rely on this skill because "representatives must determine solutions to customers’ problems." You can also see how guest services associate duties rely on problem-solving skills in this resume example: "solved any problem that a guest came to the front desk with, while remaining friendly and positive. "
Communication skills. While "communication skills" is last on this skills list, don't underestimate its importance to guest services associate responsibilities. Much of what a guest services associate does relies on this skill, seeing as "customer service representatives must be able to provide clear information in writing, by phone, or in person." Here is a resume example of how this skill is used in the everyday duties of guest services associates: "handled phone inquiries and phone communications to verify upcoming reservations and pet medical records. "
The three companies that hire the most guest services associates are:
- Global Partners167 guest services associates jobs
- The Home Depot93 guest services associates jobs
- European Wax Center53 guest services associates jobs
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Compare different guest services associates
Guest services associate vs. Associate customer service representative
An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.
While similarities exist, there are also some differences between guest services associates and associate customer service representative. For instance, guest services associate responsibilities require skills such as "pet," "guest service," "reservations," and "excellent guest." Whereas a associate customer service representative is skilled in "patients," "outbound calls," "inbound calls," and "customer satisfaction." This is part of what separates the two careers.
Associate customer service representatives earn the highest salaries when working in the finance industry, with an average yearly salary of $37,473. On the other hand, guest services associates are paid more in the retail industry with an average salary of $29,546.The education levels that associate customer service representatives earn slightly differ from guest services associates. In particular, associate customer service representatives are 0.1% more likely to graduate with a Master's Degree than a guest services associate. Additionally, they're 0.0% less likely to earn a Doctoral Degree.Guest services associate vs. Associate, member services
An associate member services worker is responsible for supporting the operations of an organization and assisting in customer service activities. Member service associates perform various administrative and clerical duties as needed and coordinate related membership communications. They generate reports and update membership information on the database, ensuring the timely release of all announcements and services offered by the organization. They process transactions, create membership contracts, and provide a detailed explanation of membership fees and benefits. An associate member service also manages membership application requests and evaluates eligibility.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that guest services associate responsibilities requires skills like "pet," "product knowledge," "guest service," and "reservations." But an associate, member services might use other skills in their typical duties, such as, "address changes," "member service," "membership sales," and "cpr."
Associates, member services may earn a higher salary than guest services associates, but associates, member services earn the most pay in the government industry with an average salary of $52,794. On the other hand, guest services associates receive higher pay in the retail industry, where they earn an average salary of $29,546.associates, member services earn similar levels of education than guest services associates in general. They're 1.9% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.Guest services associate vs. Sales associate and customer service
Sales and customer service associates are employees who are responsible for closing out sales deals and attending to customer needs. They are in charge of selling company goods and services to potential clients, often citing the common needs of prospective clients to ensure sales. They also handle customer inquiries and complaints and try their best to mitigate any problems that would arise. They are expected to be experts on company products to ensure that they can provide the best service to customers. Sales and customer service associates should have strong interpersonal skills, customer service skills, and communication skills.
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 services associate is likely to be skilled in "pet," "guest service," "reservations," and "front desk," while a typical sales associate and customer service is skilled in "plumbing," "sales associates," "phone calls," and "booking."
Sales associate and customer services earn the best pay in the manufacturing industry, where they command an average salary of $30,394. Guest services associates earn the highest pay from the retail industry, with an average salary of $29,546.When it comes to education, sales associate and customer services tend to earn similar degree levels compared to guest services associates. In fact, they're 0.5% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Guest services associate vs. Service agent
A service agent is an individual whose primary function is to provide a friendly service to internal and external customers about the organization's products and services. An agent should be people-oriented, highly motivated with a positive and friendly attitude. Although an agent usually works in a call center, an agent can communicate in various ways, such as the telephone or often face to face. The minimum educational requirement of being a service agent is a high school diploma; however, the customer service experience is a plus.
Types of guest services associate
Updated January 8, 2025
