Guest Service Agent (225-907)

A Guest Service Agent plays a pivotal role in the hospitality industry, serving as the primary point of contact for guests staying at hotels, resorts, or lodges. This position involves managing the front desk and ensuring guest satisfaction through excellent customer service. The Guest Service Agent is responsible for handling reservations, check-ins, and check-outs, and addressing any guest inquiries or concerns that may arise during their stay. This role requires strong communication skills, attention to detail, and the ability to resolve issues quickly and amicably. A warm and welcoming demeanor is essential, as this sets the tone for the guests' overall experience. As a Guest Service Agent, you will be the face of the establishment, and your ability to positively impact the guests' experiences can create lasting memories and foster guest loyalty.

Responsibilities

• Greet and welcome guests upon arrival with a friendly and professional attitude.
• Manage front desk operations by completing check-ins and check-outs efficiently.
• Respond to guest inquiries, requests, and concerns promptly and courteously.
• Process guest payments and handle cash, credit, and debit transactions securely.
• Coordinate with housekeeping and maintenance staff to fulfill guest needs promptly.
• Provide guests with comprehensive information about hotel services and amenities.
• Maintain up-to-date knowledge of room availability, rates, and special offers.
• Assist in arranging transportation, restaurant reservations, and tour bookings for guests.
• Address and resolve any complaints or issues ensuring guest satisfaction.
• Maintain an organized and tidy front desk area and lobby environment.
• Adopt and ensure compliance with safety and security protocols for guests and staff.
• Collaborate with hotel management to improve guest service standards regularly.

Requirements

• High school diploma or equivalent; hospitality-related education is advantageous.
• Proven experience in a customer service role, preferably in the hospitality industry.
• Exceptional interpersonal and communication skills for effective guest interaction.
• Strong problem-solving skills and the ability to handle challenging situations calmly.
• Proficiency in using hotel management software and basic computer applications.
• Ability to work varying shifts, including evenings, weekends, and holidays.
• Multitasking abilities with strong organizational and time management skills.