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Job Description: Guest Service Associate Updated 8.1.2026 Page 1 of 4

Our Beliefs

At The Fathom Companies, we are dedicated to cultivating an environment where empowerment,

creativity, and teamwork flourish. Fathom and our Team members are strongly supported on the

foundation of our six core values: building relationships, embracing dynamism, leading with

compassion, fostering accountability, embodying resilience, and maintaining a positive outlook.

Sustainability and community engagement are integral to our mission, as we strive to make

meaningful contributions to our local communities. We believe in the boundless opportunities that

arise from a foundation of mutual trust and respect.

Position Title: Guest Services Associate

Location: The Brunswick Hotel

FLSA: Non-Exempt

Accountable To: Front Office Manager of The Brunswick Hotel

POSITION DESCRIPTION

Essential Functions

Take every opportunity to amaze the guests
Smile, make eye contact and greet guests immediately
Maintain a well-groomed, professional appearance at all times, including provided uniform and nametag
Actively solicit feedback from guests
Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address,

and credit information. Promote preferred guest program and provide recognition and benefits to all

current members.
Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house

bank and make a deposit and accurate report of receipts daily

. Promptly respond to and resolve guest requests and concerns
Answer telephone promptly and properly being polite, courteous, and friendly
Be friendly, thorough, accurate and efficient in taking reservations
Be friendly, thorough, accurate and efficient in performing Check-ins
Be friendly, thorough, accurate and efficient in performing Check-outs
Assist guests with luggage upon their arrival and departure from the hotel
Use the guests names
Be knowledgeable and helpful about the local area, the hotel and hotel services
Handle messages, wake-up calls, mail, and faxes properly
Assist guests with laundry/dry cleaning needs
Know of incoming VIPs
Follow all applicable Operating Procedures
Follow Company and Hotel Standards

Job Description: Guest Service Associate Updated 8.1.2026 Page 2 of 4

Revenue Generations Skills:
Demonstrates proper selling techniques during the reservation and walk-in process
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and

services
Increase revenue by offering customers upgraded rooms and promoting hotel amenities and outlets
Have full understanding of franchise honors program
Ensure all guests establish credit upon check-in. Improves timeliness of cash flow by adhering to all

established credit and inventory control procedures
Verifies all information on reservations check-in, name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying

guests
Identifies and records special billing instructions and notifies Manager
Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
Adheres to hotel policies regarding the use of cash banks
Stays current with developments in the hotel by reviewing the communication logbook each shift;

updates logbook for next shift.
Makes decisions to mutually benefit the guest and the hotel.- Reports potential group and corporate contacts to the Sales Manager

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to

the successful performance of this position. Associates with irregular attendance will be subject to disciplinary

action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to

reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is

required.

Upon employment, all associates are required to fully comply with Trust rules and regulations for the safe and

effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to

disciplinary action, up to and including termination of employment.

Teamwork/Supportive Skills:

In additio

Fathom DBA The Brunswick Hotel & Noble Kitchen +Ba

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