Guest Service Agent (225-614)

A Guest Service Agent plays a pivotal role in the hospitality industry, acting as a crucial point of contact for guests and ensuring their visit is as comfortable and enjoyable as possible. This position requires a friendly and professional demeanor, excellent communication skills, and the ability to multi-task in a fast-paced environment. As the first point of contact, the Guest Service Agent is responsible for making a strong first impression, handling guest queries, complaints, and requests efficiently, and fostering a welcoming atmosphere. This position often requires working flexible hours, including nights, weekends, and holidays, to accommodate the constantly changing needs of guests. Being proactive, attentive to details, and possessing outstanding problem-solving skills are critical attributes for success in this role.

Responsibilities

• Greet guests warmly and ensure a pleasant and welcoming environment at all times.
• Handle check-ins and check-outs smoothly, adhering to hotel policies and procedures.
• Respond promptly to guest queries, requests, and complaints, providing effective solutions.
• Maintain up-to-date knowledge of the hotel amenities and services offered.
• Coordinate with other hotel departments to fulfill guest requests seamlessly.
• Assist guests with transportation, restaurant reservations, and local activity recommendations.
• Handle payments, process transactions, and manage cash or credit card transactions securely.
• Ensure guest privacy and security by maintaining confidentiality of personal information.
• Manage guest communications efficiently through phone, email, and face-to-face interactions.
• Prepare and manage the daily guest arrival and departure reports for management review.
• Collaborate with housekeeping and maintenance to address and resolve guest issues promptly.
• Follow standard operating procedures to enhance guest service delivery consistently.

Requirements

• High school diploma or equivalent; hospitality certification is a plus.
• Previous experience in a similar role within the hotel industry preferred.
• Excellent communication and interpersonal skills with a focus on customer service.
• Ability to work on flexible schedules, including nights, weekends, and holidays.
• Proficient in using computer systems and hotel management software applications.
• Strong problem-solving skills and the ability to handle pressure gracefully.
• Professional appearance and ability to uphold the company’s grooming standards.