Front Desk GSR

Springfield, MA, USA|

Job Overview

Compensation

Hourly

Exact $8.50

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

flexible schedule

Retirement Plan

Employee assistance program

Job Description

Red Roof Inn was founded in 1972 by James R. Trueman, marking the beginning of a budget-friendly lodging experience that started with its first hotel in Columbus, Ohio. The original room rate in 1973 was $8.50, highlighting the company’s commitment to affordability. Today, Red Roof is a recognized leader in the economy hotel market with over 400 properties across the United States, serving millions of guests every year. The company operates a mix of franchised and corporate-owned hotels, all dedicated to providing a warm, welcoming environment combined with significant savings and comfort for travelers. Red Roof is also known for its innovative amenities, such as Free Communication, which includes complimentary Wi-Fi, unlimited local and long-distance calls within the continental U.S., and fax capabilities, enhancing the guest experience. The brand’s Hassle-Free Guarantee assures that guest concerns are promptly addressed or the stay is free of charge for that night, reinforcing their commitment to customer satisfaction. Their NextGen hotels showcase modern exteriors coupled with upscale, technology-forward interiors, representing a fresh era for the chain. Red Roof Inn's headquarters are located in Columbus, Ohio, and the company employs more than 3,500 team members nationwide.

The role of Front Desk Guest Service Representative (GSR) at Red Roof Inn is pivotal in delivering exceptional customer service and maintaining smooth front desk operations. As a GSR, you will be the first point of contact for guests, responsible for their positive experience from check-in to check-out. Your duties include greeting guests warmly, handling reservations, guest requests, and complaints with professionalism and efficiency, all while ensuring the accuracy of financial transactions such as cash handling and daily auditing. This position demands a courteous and proactive approach to guest interactions in keeping with Red Roof Inn’s esteemed standards and the Hassle-Free Guarantee. Additionally, the GSR coordinates communication between hotel departments such as housekeeping and management to ensure guest rooms and services meet expectations. This role requires flexibility in working shifts, including nights, weekends, and holidays, and offers the opportunity for cross-training across various hotel functions. Working at Red Roof Inn provides a dynamic, guest-focused environment where employees contribute directly to the positive reputation and operational excellence of the brand.

Job Requirements

HS diploma or equivalent work experience
1-2 years in a previous customer service position required
Must have basic office skills (i.e. math, cash handling, computer skills, timekeeping, etc)
Must maintain professional appearance in Red Roof Inn provided uniform with consistently friendly attitude towards guests and staff
Must be able to easily and frequently change from one task to another while operating a computer and/or switchboard and work with minimal supervision
Basic English communication (verbal and written) skills required
May be required to work nights, weekend and/or holidays

Job Qualifications

HS diploma or equivalent work experience
1-2 years in a previous customer service position required
Must have basic office skills (i.e. math, cash handling, computer skills, timekeeping, etc)
Must maintain professional appearance in Red Roof Inn provided uniform with consistently friendly attitude towards guests and staff
Must be able to easily and frequently change from one task to another while operating a computer and/or switchboard and work with minimal supervision
Basic English communication (verbal and written) skills required
May be required to work nights, weekend and/or holidays

Job Duties

Welcome guests with friendly greeting and smile and perform all guest related services
Handle reservation requests
check guests in/out
handle guest accounting and cashier functions
Make, change and monitor reservations
review and report rate availability using the front desk computer system
update and monitor room status, promote future sales
Perform daily cash count
prepare bank deposit and review of audit packages
Complete reporting for daily occupancy/revenue, weekly inn operations, expenditures ledger and update corporate memorandum and/or operations manuals
Communicate with Inn Management and other GSRs, as needed, about problems, requests and/or concerns regarding guests or rooms
Work with housekeeping to communicate checkouts, stay-overs, sleepers, skips, rooms cleaned and rooms in need of maintenance
Cross train in all front desk shifts and other departments in the hotel
Train new hires in front desk functions
Night Audit shift requires daily reconciliation of transactions and preparing audit package for Inn Management approval
Assist in coordinating special events (i.e. holiday gatherings, bus tours, on site, etc)
Other duties as assigned