Guest Services Representative PM (3pm-11pm) Full Time - Weekends Required
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $12.75 - $15.50
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
flexible scheduling
Job Description
WaterWalk Hospitality is a dynamic and rapidly growing hotel management company that manages a diverse portfolio of hotels across various states. The company is recognized for delivering unique and memorable guest experiences through its distinctive brands. One of its standout brands, WaterWalk Extended Stay by Wyndham, revolutionizes the extended stay hotel segment by offering innovative accommodations that cater to both traditional extended stay guests and longer-term residents. Their unique approach includes traditional extended stay suites (STAY) and unfurnished suite options for longer stay lengths (LIVE), thereby addressing a broad spectrum of guest needs and preferences.
At WaterWalk Hospitality, every hotel operates with the mission of providing a welcoming, comfortable, and high-quality environment that feels like a home away from home. The company takes pride in its commitment to excellence in hospitality and its ability to adapt its services to meet the evolving demands of today’s travelers and residents. With a focus on building strong relationships with guests and fostering a community atmosphere for long-term residents, WaterWalk Hospitality continues to expand its footprint through innovative offerings and a guest-centric approach.
The Guest Service Representative role at WaterWalk Hospitality is essential for maintaining the brand’s high standards of service and hospitality. This position is a frontline role that requires a friendly, service-oriented professional who thrives in a dynamic hotel environment. The Guest Service Representative will be responsible for managing daily front desk operations, including welcoming guests and residents, processing check-ins and check-outs, responding to inquiries, and coordinating services through digital platforms such as AppFolio for LIVE units.
This role plays a pivotal part in creating an inviting atmosphere where guests and residents feel valued and cared for from the moment they arrive until their departure. The ideal candidate will possess exceptional customer service skills, keen attention to detail, and a positive attitude that embodies WaterWalk’s signature "YES!" culture. This culture emphasizes a proactive and solution-focused approach to guest interactions, ensuring personalized service that anticipates and meets guest needs effectively.
The Guest Service Representative will also support the dual STAY and LIVE models by tailoring the guest service experience to meet the unique needs of both hotel guests and longer-term residents. Responsibilities include managing reservations, handling guest profiles and payment processing, upselling services to enhance revenue, and assisting with resident agreements and maintenance requests for longer-stay units.
In addition to guest service and front desk duties, the role involves administrative tasks such as maintaining accurate transaction records, securing cash and credit card payments, and coordinating with other hotel departments including housekeeping and maintenance. The position also requires participation in light laundry and linen care to support overall hotel operations.
Candidates must be flexible to work weekend and evening shifts as operational needs dictate, reinforcing the commitment to excellent service at all times. This is an excellent opportunity for individuals seeking to build a career in hospitality with a progressive company that values innovation, diversity, and guest satisfaction.
At WaterWalk Hospitality, every hotel operates with the mission of providing a welcoming, comfortable, and high-quality environment that feels like a home away from home. The company takes pride in its commitment to excellence in hospitality and its ability to adapt its services to meet the evolving demands of today’s travelers and residents. With a focus on building strong relationships with guests and fostering a community atmosphere for long-term residents, WaterWalk Hospitality continues to expand its footprint through innovative offerings and a guest-centric approach.
The Guest Service Representative role at WaterWalk Hospitality is essential for maintaining the brand’s high standards of service and hospitality. This position is a frontline role that requires a friendly, service-oriented professional who thrives in a dynamic hotel environment. The Guest Service Representative will be responsible for managing daily front desk operations, including welcoming guests and residents, processing check-ins and check-outs, responding to inquiries, and coordinating services through digital platforms such as AppFolio for LIVE units.
This role plays a pivotal part in creating an inviting atmosphere where guests and residents feel valued and cared for from the moment they arrive until their departure. The ideal candidate will possess exceptional customer service skills, keen attention to detail, and a positive attitude that embodies WaterWalk’s signature "YES!" culture. This culture emphasizes a proactive and solution-focused approach to guest interactions, ensuring personalized service that anticipates and meets guest needs effectively.
The Guest Service Representative will also support the dual STAY and LIVE models by tailoring the guest service experience to meet the unique needs of both hotel guests and longer-term residents. Responsibilities include managing reservations, handling guest profiles and payment processing, upselling services to enhance revenue, and assisting with resident agreements and maintenance requests for longer-stay units.
In addition to guest service and front desk duties, the role involves administrative tasks such as maintaining accurate transaction records, securing cash and credit card payments, and coordinating with other hotel departments including housekeeping and maintenance. The position also requires participation in light laundry and linen care to support overall hotel operations.
Candidates must be flexible to work weekend and evening shifts as operational needs dictate, reinforcing the commitment to excellent service at all times. This is an excellent opportunity for individuals seeking to build a career in hospitality with a progressive company that values innovation, diversity, and guest satisfaction.
Job Requirements
- High school diploma or equivalent
- Minimum 1 year of front desk property management or customer service experience
- Weekend and evening shifts availability based on business needs
- Strong communication skills
- Proficiency in property management systems
- Ability to multitask under pressure
- Positive attitude and customer oriented mindset
Job Qualifications
- High school diploma or equivalent required
- Minimum 1 year of front desk property management or customer service experience required hospitality experience preferred
- Excellent interpersonal and verbal communication skills
- Strong computer literacy with proficiency in property management systems e.g. AppFolio Opera or similar
- Energetic honest ethical and solutions oriented
- Ability to multitask in a fast-paced environment with professionalism and a sense of urgency
Job Duties
- Provide a warm welcome to all guests and residents ensuring a positive first and last impression
- Deliver prompt and courteous service while addressing guest inquiries and requests
- Anticipate guest needs and deliver personalized solutions-focused service
- Follow brand standards for Wyndham Rewards enrollment and meet monthly enrollment goals
- Manage guest and resident check-in and check-out ensuring accuracy in registration room assignment and payment processing
- Maintain complete knowledge of property features amenities rates and availability
- Utilize Canary for digital upselling and communication tools to drive revenue opportunities
- Update guest profiles and information in the PMS and AppFolio to ensure accurate records
- Support both hotel guests STAY and residents LIVE by providing exceptional service experiences tailored to each group’s needs
- For LIVE units coordinate resident services assist with agreement documentation and manage AppFolio communication and maintenance requests
- Partner with the onsite management team to maintain a safe organized and community-oriented environment
- Take ownership of guest or resident concerns and resolve them promptly and professionally
- Escalate issues to the General Manager or appropriate leader when additional support is required
- Maintain accurate records of transactions guest accounts and resident details
- Handle cash and credit card transactions securely in compliance with company policy
- Communicate effectively with housekeeping maintenance and leadership teams to ensure seamless operations
- Keep the front desk area clean organized and well stocked with necessary supplies
- Perform light laundry duties including loading and unloading washers and dryers
- Ensure the correct use of cleaning solutions and follow proper safety and handling procedures
- Fold organize and restock linens and towels to support daily operations
- Maintain cleanliness and organization in the laundry and storage areas
- Assist with inventory counts and notify leadership of low stock or damaged items
- Adhere to company policies key control and safety procedures
- Participate in team meetings and contribute ideas that enhance the guest experience
- Carry out any reasonable request made by management
Job Criteria
Experience
No experience required
Job Location
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