Hotel Guest Service Job Description


Considered an office and administrative support occupation, a hotel guest service representative works one-on-one with hotel guests and clients to ensure their stay meets all expectations and keeps up with the hotels' quality standards. Because a guest service representative (also called an officer or agent) works closely with guests everyday, this position requires someone with flexibility to work longer shifts, holidays and weekends, and to exude a helpful personality.

Service Duties

  • A guest service representative, agent or officer checks guests in and out of the hotel with a friendly and helpful attitude toward clientele. Representatives also answer general questions at the front desk and modify reservations for guests wishing to change their stay. She's follows up on guest requests with housekeeping and other hotel staff. In smaller hotel properties, the job may also entail handling light concierge duties and occasional housekeeping clean-up tasks.

Administrative Duties

  • While providing attentive and gracious service to all guests, the guest services representative also handles all cash and charge payments, balances and prepares closing paperwork and hotel closing duties, and must efficiently work through the hotel's computer booking system.

Job Outlook

  • The hotel industry is expected to grow 5 percent from 2008 to 2018, according to the U.S. Bureau of Labor Statistics. The hotel industry--both luxury and moderate sized--employs large numbers of part-time and younger workers, which gives it a high turnover rate. Replacing part-time workers creates job opportunities in the guest service industry. In 2008, hotels and other accommodations provided 1.9 million wage and salary positions


  • According to, annual salaries for guest service representatives in New York City range from $25,000 to $28,000, as of April 2010. In California, salaries start from $21,000 per year.


  • Office and administrative positions offer entry-level job prospects and serve as a gateways into jobs in hospitality, public relations, advertising, sales and management.

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  • Photo Credit hotel bedroom image by TheThirdMan from
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