What does a Guest Services do?
Guest service representatives, also known as guest service agents, are specialists in the hospitality industry. Generally, these agents are employed in hotels, spa units, or in places where guests need service or information for better accommodation. They multitask in the industry to provide outstanding service to guests. Building good relationships with customers is paramount to their job as they help promote a friendly environment. Their primary aim is to make their customers happy and satisfied with any service they offer.
Guest services responsibilities
Here are examples of responsibilities from real guest services resumes:
- Manage crew by utilizing professional leadership skills.
- Train several employees during tenure on daily operations and Marriott policies.
- Complete Marriott stats workshop, and hone comprehension of sales tactics.
- Assist the front desk with answering the PBX systems and registering them in the hotel.
- Participate in leadership training sessions with senior counselors.
- Handle banking transactions/deposits and maintain POS system for daily accounting.
- Determine market readiness and implement high quality standards of cleanliness and aesthetic appearance.
- Collaborate with housekeeping staff to uphold cleanliness of dormitory grounds and community living spaces.
- Process defective merchandise and environmentally sensitive items appropriately; follow POS prompts and sort locations.
- Assist incoming callers with reservations, inquiries and information to make their incoming getaway an unparallele experience.
- Ensure all pertinent information about VIP preferences are recorded and act upon immediately or note for future reference9.
- Receive outstanding weekly performance evaluations in the areas of job knowledge, dependability, resourcefulness and overall professionalism.
- Use suggestive selling techniques to up-sell food and beverage items such as wine paring, appetizers and specials, etc.
- Earn commemoration from IMAX department for uncovering critical error in theater's sound system.
- Process payments at IMAX cash register, ushering movies, operating 3-D simulator ride, and manning main phone line.
Guest services skills and personality traits
We calculated that 41% of Guest Services are proficient in Guest Service, Reservations, and Customer Service. They’re also known for soft skills such as Computer skills, Customer-service skills, and Listening skills.
We break down the percentage of Guest Services that have these skills listed on their resume here:
- Guest Service, 41%
Monitor and maintain professional relationship with various hand picked vendors ensuring exceptional guest service is provided.
- Reservations, 8%
Coordinate transference of reservations throughout all six hotel properties, ensuring guest satisfaction during initial stages of renovation.
- Customer Service, 6%
Handled a variety of customer service and administrative tasks and resolved customer issues quickly, efficiently, courteously and professionally.
- Front Desk, 6%
Worked at the front desk in a demanding high-paced environment -Greeted homeless individuals and provided assistance with information -Received outstanding Volunteer Award
- Wine, 4%
Coordinated all booking for dinner service, holidays, cooking presentations, wine tastings, catered and in-house events.
- Phone Calls, 3%
Scheduled appointments- Answered phone calls- Keeping up the cleanliness of the salon- inventory-Ordering new products-selling products
Most guest services use their skills in "guest service," "reservations," and "customer service" to do their jobs. You can find more detail on essential guest services responsibilities here:
Customer-service skills. Another soft skill that's essential for fulfilling guest services duties is customer-service skills. The role rewards competence in this skill because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." According to a guest services resume, here's how guest services can utilize customer-service skills in their job responsibilities: "order entry phones customer service data entry reservations"
Listening skills. Another skill that relates to the job responsibilities of guest services is listening skills. This skill is critical to many everyday guest services duties, as "representatives must listen carefully to ensure that they understand customers in order to assist them." This example from a resume shows how this skill is used: "greet guests warmly, resolve and listen to guest s concerns, maintain cleanliness, experience handling handling money. "
Patience. guest services responsibilities often require "patience." The duties that rely on this skill are shown by the fact that "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example shows what guest services do with patience on a typical day: "resolve guest issues, questions or needs with patience and understanding. "
Problem-solving skills. A commonly-found skill in guest services job descriptions, "problem-solving skills" is essential to what guest services do. Guest services responsibilities rely on this skill because "representatives must determine solutions to customers’ problems." You can also see how guest services duties rely on problem-solving skills in this resume example: "assisted front desk department in managing all guest complaints and ensured resolution. "
Communication skills. Another skill commonly found on guest services job descriptions is "communication skills." It can come up quite often in guest services duties, since "customer service representatives must be able to provide clear information in writing, by phone, or in person." Here's an example from a resume of how this skill fits into day-to-day guest services responsibilities: "assisted with reorganization of front end managers by creating new documents and systems for better communication. "
The three companies that hire the most guest servicess are:
- Church's Chicken211 guest services jobs
- Marriott International130 guest services jobs
- Live Nation Entertainment102 guest services jobs
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Compare different guest services
Guest services vs. Player services representative
Player service representatives enjoy a salary of around $36K per year and must have high school diplomas or bachelor's degrees. They provide the main links between a football team's locker room and unions in meetings. They are also responsible for encouraging the use of funds, and they are elected every two years.
There are some key differences in the responsibilities of each position. For example, guest services responsibilities require skills like "wine," "phone calls," "guest rooms," and "cleanliness." Meanwhile a typical player services representative has skills in areas such as "casino floor," "player tracking system," "telemarketing," and "giveaways." This difference in skills reveals the differences in what each career does.
Player services representatives earn the highest salaries when working in the hospitality industry, with an average yearly salary of $27,041. On the other hand, guest services are paid more in the retail industry with an average salary of $29,150.player services representatives tend to reach similar levels of education than guest services. In fact, player services representatives are 0.1% less likely to graduate with a Master's Degree and 0.0% more likely to have a Doctoral Degree.Guest services vs. Account services representative
An account services representative is responsible for responding to the customers' inquiries and concerns regarding their financial accounts and statements. Account services representatives also offer new products and services from the financial institution, handling customers' complaints, assist in developing marketing strategies and promotional offers, and identify business opportunities to generate more revenues and attract potential clients. An account services representative must have excellent communication and customer service skills, processing their financial transactions, and resolve billing discrepancies.
In addition to the difference in salary, there are some other key differences worth noting. For example, guest services responsibilities are more likely to require skills like "guest service," "reservations," "customer service," and "front desk." Meanwhile, an account services representative has duties that require skills in areas such as "customer satisfaction," "work ethic," "technical support," and "customer support." These differences highlight just how different the day-to-day in each role looks.
On average, account services representatives earn a higher salary than guest services. Some industries support higher salaries in each profession. Interestingly enough, account services representatives earn the most pay in the automotive industry with an average salary of $36,248. Whereas guest services have higher pay in the retail industry, with an average salary of $29,150.Average education levels between the two professions vary. Account services representatives tend to reach similar levels of education than guest services. In fact, they're 1.0% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.Guest services vs. Director, customer support services
A director of customer support services leads the initiatives put into developing a company's customer support operations, aiming for efficiency and client satisfaction. Their job entails conducting extensive research to enhance positive customer relationships, setting goals and guidelines, establishing customer loyalty programs, and overseeing the recruitment and hiring procedures. Other responsibilities include reviewing regular reports and consumer feedback, and conducting assessments to ensure customers receive optimal services. Moreover, as a director, they have the responsibility to develop strategic plans to optimize operations and implement company policies and regulations.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from guest services resumes include skills like "guest service," "reservations," "customer service," and "front desk," whereas a director, customer support services is more likely to list skills in "sales support," "post sales," "customer support," and "cash handling. "
Directors, customer support services earn the highest salary when working in the manufacturing industry, where they receive an average salary of $41,495. Comparatively, guest services have the highest earning potential in the retail industry, with an average salary of $29,150.Most directors, customer support services achieve a higher degree level compared to guest services. For example, they're 7.4% more likely to graduate with a Master's Degree, and 1.2% more likely to earn a Doctoral Degree.Guest services vs. Associate, member services
An associate member services worker is responsible for supporting the operations of an organization and assisting in customer service activities. Member service associates perform various administrative and clerical duties as needed and coordinate related membership communications. They generate reports and update membership information on the database, ensuring the timely release of all announcements and services offered by the organization. They process transactions, create membership contracts, and provide a detailed explanation of membership fees and benefits. An associate member service also manages membership application requests and evaluates eligibility.
Types of guest services
Updated January 8, 2025
