How Do I Become a Guest Service Representative?

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  • Written By: Laura Metz
  • Edited By: Allegra J. Lingo
  • Last Modified Date: 14 November 2019
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Guest service representatives look after guests' needs at vacation spots, including hotels, resorts, and cruise ships. To become a guest service representative, you will need a high school diploma or its equivalent, strong people skills, and a talent for problem-solving. Customer service experience, computer skills, and being multilingual are all desirable qualities.

Most companies only require a high school diploma for those who wish to become a guest service representative. Many of these jobs are seasonal. For instance, most hotels near a beach hire extra guest service representatives for the summer. This position is often ideal for college students who need a summer job.

Experience as a guest service representative or in any area of customer service may increase your chances of being hired for a guest service representative position. Some larger companies only hire candidates with two or more years of customer service experience. Other companies consider the position of guest service representative to be entry level.

In order to become a guest service representative, you will need to demonstrate strong people skills. Guest service representatives must welcome guests, answer phones, and respond to a great variety of questions. They are often also charged with selling extras to every customer, including room upgrades and room service.


Since some companies host many foreign guests, they are often more willing to hire those who are fluent in multiple languages. Guest service representatives for cruise ships may wish to learn the languages of the most common cruise destination. Knowing even a few basic phrases can help you become a guest service representative.

These employees spend much of their days solving problems for customers. Candidates for this type of job must demonstrate diplomacy and empathy, as well as an ability to deal with angry guests. All billing issues are typically resolved by a guest service representative.

Guest service representatives must also be accurate and detail-oriented, with knowledge of computers or a willingness to learn about them. These skills are necessary in order to check guests in and out, take and modify reservations, and act as a cashier. Guest service representatives often work long hours and multitask, but even small mistakes, such as reserving hotel rooms for the wrong days, can upset customers.

In many smaller companies, the guest service representative is also the concierge. He or she takes the time to talk with guests about local attractions, give directions, or suggest where to eat. A guest service representative may also cover the occasional housekeeping or bellhop job by cleaning up a spilled drink or bringing guests extra towels.



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