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Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.
Express Sales Managers are the energetic, positive, tenacious, and competitive force behind hotel revenue generation. Responsible for actively soliciting new business, negotiating contracts, communicating client needs, and engaging repeat business, Express Sales Managers must employ varied sales strategies to reach aggressive goals. The primary role of an Express Sales Manager is to identify prospective clientele, effectively negotiate and sell a complete solution, support client needs throughout the process, and book repeat business by exceeding client expectations.
The Guest Service Manager leads the hotel’s front desk and guest services team. Guest Service Managers must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, Guest Service Managers must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Guest Service Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.
