Guest Services Representative

Columbia, SC, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life insurance

Disability insurance

401K with company match

Paid Time Off

Job Description

InTown Suites, located at 1633 Broad River Road, Columbia, South Carolina 29210, is a hospitality company focused on providing comfortable, affordable extended stay accommodations to travelers and guests. Known for its commitment to customer satisfaction and a supportive work culture, the company fosters an environment where employees truly believe in the value they bring to the hospitality industry. With a passionate team dedicated to delivering exceptional guest experiences, InTown Suites maintains high standards of service, cleanliness, and safety across all properties. The company values professionalism, teamwork, and customer-focused service, making it a rewarding place to work for individuals who thrive on interaction and guest service excellence.

The role of the Guest Services Representative at InTown Suites is central to delivering the exceptional service the company is known for. This full-time position involves assisting guests efficiently, courteously, and professionally in all front office functions. The Guest Services Representative serves as the face of the hotel, responsible for ensuring seamless check-in and check-out processes, accurately taking reservations, and handling guest inquiries with attentiveness and care. When the General Manager is not present, the Guest Services Representative oversees all aspects of the front office operations, including supervising staff, managing safety and security compliance, and handling cash deposits.

This position requires proficiency in computer operating systems, excellent communication skills in both written and spoken English, and the ability to handle multiple tasks smoothly in a fast-paced environment. The ideal candidate will be able to remain calm and efficient under pressure, maintain a clean and orderly front desk area, and address guest concerns promptly and professionally. The role also entails travel between properties and to the bank as necessary, requiring a valid driver's license, current auto insurance, and access to a functioning automobile.

At InTown Suites, the Guest Services Representative is more than just a front desk operator—they play a critical part in creating a welcoming atmosphere that encourages repeat visits. This role offers opportunities for professional growth within hotel operations and fosters skills in guest relations, problem-solving, and operational management.

Job Requirements

High school diploma or equivalent
prior experience in hotel front office or customer service preferred
valid driver’s license, current auto insurance and access to a functioning automobile required
proficiency in computer operating systems
strong communication skills in English
ability to perform mathematical calculations accurately
ability to work flexible hours including long shifts
ability to stand for extended periods and perform physical tasks such as lifting up to 25 pounds
knowledge of front office operations and guest services
ability to handle multiple tasks and stressful situations effectively
capability to travel to other properties and the bank as needed

Job Qualifications

Possess a valid driver’s license, current auto insurance and a functioning automobile
ability to read, understand, interpret information found in a variety of reports and other internal hotel information
read, speak, write and understand the English language to interact with guests, staff, handle administrative duties, etc
sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage and count and balance a cash bank, etc
general computer proficiency
possess thorough knowledge of front office and related department operations, service standards and techniques, guest relations and etiquette, upselling techniques, to ensure the effective operation of the front office and related departments
possess the knowledge and ability to perform a variety of front office and related positions in response to business needs
ability to compose and express thoughts concisely to ensure effective communication
ability and flexibility to work long hours on a regular basis and as business conditions demand
ability to manage multiple activities often in stressful situations with time constraints
ability to use time management skills to effectively get task accomplished
ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems

Job Duties

Ensures reservations are taken correctly and courteously
represent hotel in a professional and courteous manner, check guests in and out in a timely and efficient manner
must be proficient in computer operating system
available at all times to deal with guest issues in a professional manner
notify General Manager or equivalent immediately of any guest, employee, or cash concerns
provide guidance to property staff as needed
ensure compliance of safety and security standards
reports to Regional Operations Manager in General Manager’s absence
responsible for bank deposits in General Manager’s absence
identify and follow up on life/safety issues and inspection issues
notify General Manager or equivalent immediately of any safety and/or security violations of policy
leave all desk and office areas in a clean and neat manner
take responsibility for ensuring that property is always clean and free of any trash and debris