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Front Desk Guest Service Representative

Red Roof InnAnn Arbor
On-site Full-time

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Experience Level

Experience

Qualifications

High School Diploma or equivalent work experience is required.1-2 years of experience in a customer service role is mandatory. Basic office skills including math, cash handling, and computer proficiency are essential. A professional appearance is required, along with a consistently friendly demeanor towards guests and colleagues. Ability to multitask efficiently and switch between tasks while operating a computer and switchboard with minimal supervision. Basic English communication skills (both verbal and written) are necessary. Flexibility to work nights, weekends, and holidays as needed.

About the job

The Front Desk Guest Service Representative (GSR) plays a vital role in ensuring exceptional guest experiences by warmly welcoming visitors and efficiently addressing their needs and requests. This position is essential for upholding the quality standards set by Red Roof Inn while collaborating with hotel team members to maintain financial accountability and ensure the safety and security of the hotel environment.

Key Responsibilities

  • Greet guests with a friendly smile and provide all guest-related services, including wake-up calls, handling complaints, and offering information about local amenities.
  • Manage reservation requests, check guests in and out, and oversee guest accounting and cashier duties.
  • Make, modify, and track reservations, assess room availability using the front desk system, and promote future bookings.
  • Conduct daily cash counts, prepare bank deposits, and review audit packages.
  • Prepare reports on daily occupancy and revenue, manage weekly operational expenditures, and update corporate memoranda as necessary.
  • Communicate effectively with Inn Management and fellow GSRs regarding guest-related issues or room status.
  • Coordinate with housekeeping to report checkouts, stay-overs, and maintenance needs.
  • Cross-train in all front desk shifts and various hotel departments; assist in training new hires in front desk operations.
  • The Night Audit shift includes daily transaction reconciliation and preparing audit packages for management approval.
  • Assist in planning and coordinating special events such as holiday gatherings and bus tours.
  • Perform other assigned duties as required.

About Red Roof Inn

Founded in 1972 by James R. Trueman, Red Roof Inn® began with its first hotel in Columbus, Ohio, offering rooms at a modest rate of $8.50. Today, Red Roof Inn has expanded to over 400 properties nationwide, serving millions of guests annually. Known for its warm hospitality and commitment to guest satisfaction, Red Roof Inn is a leader in the economy hotel sector, providing a comfortable stay without compromising affordability. The brand offers amenities such as free Wi-Fi, local and long-distance calls within the continental U. S., and complimentary fax services. Backed by the Hassle-Free Guarantee, Red Roof Inn prioritizes guest concerns and aims to deliver exceptional service throughout each stay.

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