Guest Services Representative

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.

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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)

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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.

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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

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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

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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!

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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

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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!