Benefits:

401(k)

401(k) matching

Employee discounts

Health insurance

Paid time off

Training & development

Vision insurance

Wellness resources

Guest Services Representative

Company: The Goodstone Inn & Restaurant Reports To: Guest Services Manager

Job Summary

The Guest Services Representative serves as the first point of contact for guests at Goodstone Inn & Restaurant. This role is responsible for creating a welcoming and seamless guest experience from the moment a reservation is made through check-out and departure.

The Guest Services Representative works as part of a high-energy hospitality team, assisting guests with reservations, coordinating guest experiences, and ensuring service expectations are consistently exceeded. This position requires strong communication skills, attention to detail, and a passion for delivering exceptional hospitality.

Key Responsibilities

Provide exceptional guest service and anticipate guest needs to ensure an outstanding stay.

Serve as a primary point of contact for guests, assisting with reservations, check-ins, check-outs, and guest inquiries.

Answer incoming calls promptly and professionally, providing accurate information or directing calls appropriately.

Operate hotel systems such as Maestro and Aloha to manage reservations, guest profiles, and billing.

Follow Goodstone procedures for check-in and check-out processes.

Assist with coordinating guest experiences both on-site and off-site through concierge services.

Maintain a strong working knowledge of room inventory, reservation procedures, and guest services.

Promote guest experiences, add-ons, and upsell opportunities when appropriate.

Communicate effectively with team members and other departments to ensure a seamless guest experience.

Maintain confidentiality and security of all guest information.

Adhere to company standards, policies, and attendance expectations.

Think creatively and proactively suggest ideas to enhance guest experiences.

Qualifications

Minimum of 1 year of hospitality or customer service experience.

Strong communication and interpersonal skills.

Ability to remain calm, professional, and solution-oriented in a fast-paced environment.

Strong computer skills, including Microsoft Office and reservation systems.

Self-motivated with the ability to take initiative.

Excellent attention to detail and organizational skills.

Ability to multitask and prioritize responsibilities effectively.

Must be able to speak, read, and write English clearly.

Must be at least 18 years old.

Work Environment

This role operates in a professional hospitality setting at the Goodstone Inn & Restaurant.

Employees regularly interact with guests and staff and may experience a fast-paced environment during peak service periods.

Standard office equipment and hotel management systems are used regularly.

Physical Requirements

Must be able to stand and walk for extended periods.

Must be able to climb stairs and move throughout the property.

Frequent use of hands for operating computers, phones, and office equipment.

Occasional lifting of supplies or equipment up to 25–50 pounds.

Clear verbal communication and active listening are essential.

Company Perks and Benefits

Employee Discounts for the Inn and Restaurants

Full benefits beginning on Day 61 (Medical, Dental, Vision, Short-Term Disability, Long-Term Disability, Life Insurance)

401(k) with company match after one year

Vacation and Sick Time

Employee Referral and Bonus Program

Additional Information

This job description is not intended to cover or list in full the activities, duties, or responsibilities required of the employee. Duties may change at any time based on business needs.

Equal Opportunity Employer

Goodstone Inn & Restaurant is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are also a drug-free workplace. Pre-employment and ongoing drug and alcohol screenings may be required.