Guest Service Representative Job Description

WHAT DO GUEST SERVICE REPRESENTATIVES DO?

If you are good with people, a great listener and can cool down tense situations, consider becoming a guest service representative. Guest service representatives work in hotels, spas or other locations and help guests get the information or service they need to make their stay enjoyable. Guest service representatives listen to guests and help accommodate their requests, whether it's extra towels, toothpaste, or a dinner recommendation. Guest service representatives know how to diffuse a tense situation if a guest is dissatisfied with their room or service in the hotel, and does everything possible to make the guest happy.

HOW MUCH DO GUEST SERVICE REPRESENTATIVES MAKE?

The Bureau of Labor Statistics (BLS) states that in 2010, the median income for a guest service representative was $14.64 an hour, or $30,460 a year.

WHAT ARE THE EDUCATION REQUIREMENTS?

Usually, you will need at least a high school diploma or equivalent. Most companies offer training, which can last 2-3 weeks or longer.

JOB SKILLS AND REQUIREMENTS

  • Customer Service/Communication Skills: Guest service representatives talk, listen and help resolved conflicts with customers. An expert communicator will be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
  • Patience: Guest service representatives might have to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
  • Problem-Solving Skills: You will have to solve customer issues, sometimes without seeing the actual problem first hand. Being able to problem solve with a customer will help your job.

THE FUTURE OF GUEST SERVICE REPRESENTATIVES

According to the BLS, customer service representative jobs will grow by 15% by 2020, which is average growth for all jobs.