Guest Services Representative

Description

Now Hiring: Full-Time Guest Service Representative

**Location: Coconut Malorie Resort – Ocean City, MD

Company: LaTour Hotels and Resorts, Inc.**

Are you passionate about hospitality and delivering outstanding service? Do you thrive in fast-paced, guest-focused environments? Join LaTour Hotels and Resorts at our beautiful Coconut Malorie Resort in Ocean City, MD as a Guest Service Representative (GSR) and become part of a team that values excellence, energy, and creating memorable guest experiences.

Why Work With Us?

LaTour Hotels and Resorts offers more than just a job—we offer a career with purpose and perks! As a full-time team member, you'll enjoy:

• Competitive pay and benefits package
• Medical, dental, and vision insurance
• Company-paid short-term disability and life insurance
• Voluntary benefits and wellness perks
• 401(k) retirement plan with company match
• Employee Stock Ownership Plan (ESOP) – become an owner!
• Travel discounts and resort perks
• A positive, inclusive work environment where your voice matters
• Equal Opportunity Employer (EOE)

About the Role

As a Guest Service Representative, you'll be the warm, welcoming face of our hotel—ensuring each guest feels valued, cared for, and completely at home. From check-in to check-out, you’ll provide seamless service that leaves a lasting impression.

Key Responsibilities

• Greet all guests with a smile and professional hospitality
• Efficiently handle check-in and check-out procedures
• Make welcome and departure calls per company standards
• Proactively resolve guest concerns or direct them to the right resource
• Answer phones, emails, and voicemails promptly and courteously
• Complete daily shift checklists and communicate handoffs between shifts
• Collaborate with housekeeping, kitchen, and maintenance to meet guest needs
• Monitor and balance cash drawer; report discrepancies to management
• Maintain a tidy, organized, and professional front desk area
• Perform concierge and bell services as needed

Qualifications

What You Bring to the Team

Education & Experience

• High school diploma or GED required
• Customer service experience preferred, but not required

Skills & Qualities

We’re looking for team members who are

• Customer-Focused – You put the guest first and go the extra mile
• Adaptable & Energetic – You handle challenges with enthusiasm
• Honest & Ethical – Integrity is at the core of your work
• Friendly & Professional – You’re approachable, courteous, and respectful
• Organized & Detail-Oriented – You keep things running smoothly

LHR's Core Competencies

• Accountability
• Adaptability
• Enthusiasm
• Interpersonal Savvy
• Safety Awareness
• Tolerance
• Strong Oral Communication
• Accuracy in Work
• Bonus: Bilingual – Spanish-speaking candidates encouraged to apply!

Physical Requirements

• | Activity | Frequency |
• | --- | --- |
• | Standing / Walking | Constantly |
• | Sitting | Occasionally |
• | Reaching, Handling, Fingering | Frequently to Constantly |
• | Bending / Squatting / Kneeling | Occasionally |
• | Lifting / Carrying up to 50 lbs | Occasionally |
• | Pushing / Pulling up to 40 lbs | Occasionally |

Work Environment

• Fast-paced front office environment with frequent interactions and distractions
• Must be available for varied shifts, including weekends and holidays

• Ready to Join Us?
• If you're ready to bring your smile, service skills, and passion for hospitality to a company that values your growth—we want to hear from you!