Writing a Job Description for Guest Services with Sales Responsibilities

A job description that attracts the right talent needs to make the dual mandate clear from the first line. You're not hiring someone to just reset door codes. You're hiring someone who can handle support issues and convert interested prospects into confirmed reservations. Start with a title that reflects the role. "Guest Experience and Sales Coordinator" or "Guest Services and Booking Specialist" signals that this isn't a traditional support position.

The summary should emphasize both responsibilities equally. Something like: "You'll ensure current guests have seamless stays while helping prospective guests move confidently through the booking process." In the responsibilities section, list sales tasks first. This sets the priority. Include items like: respond to inquiries from marketing campaigns within one hour, answer questions about availability and property features, offer alternatives when a guest's preferred dates or property aren't available, and facilitate booking changes or upgrades. Then list support tasks: resolve check-in issues, provide property information to in-stay guests, coordinate with cleaning and maintenance teams.

The qualifications section should emphasize communication skills and comfort with sales conversations. Look for experience in hospitality, customer success, or sales roles. Specify that candidates should be comfortable using property management systems, handling multiple communication channels, and making decisions that move a conversation toward a booking without needing manager approval. Be transparent about compensation. If you're offering a base hourly rate plus performance bonuses, say so. "$18 per hour plus $50 bonus per booking facilitated" is clear and attractive to the right candidates. If you're offering a percentage of booking value, spell that out too.

Include language about the tools they'll use. Mention your property management system, communication platforms, and any AI or automation tools that will handle low-value tasks. This shows you're investing in efficiency and freeing them up for high-value work. One often-overlooked element is cultural fit. If your brand emphasizes warmth and personalized service, say that. If you operate luxury properties and expect a certain level of polish in communication, make it explicit.

The wrong hire can cost you bookings, so clarity here saves time and frustration. Avoid generic language like "team player" or "self-starter." Instead, describe the actual work. "You'll handle 20 to 30 guest conversations per day, with about a third of those being sales-related inquiries from people considering a booking." This gives candidates a realistic picture and filters out those who aren't a fit. For operators building this role for the first time, it might feel like you're asking for a lot. You are. But empowering your guest services team to sell is one of the highest-leverage moves you can make as direct bookings become essential. The right hire will pay for themselves many times over. Once you've hired, the next step is training.

Topics: question=What should I include in a job description for a guest services team member who can sell? • intent=hiring and job description for sales-enabled guest services