Guest Service Agent (225-825)

The Guest Service Agent plays a crucial role in providing outstanding hospitality services to guests. As the first point of contact for guests, the agent is responsible for setting the tone for a guest's stay and ensuring an exceptional experience. This position requires a friendly, outgoing demeanor, and the ability to effectively communicate with a diverse clientele. A Guest Service Agent handles a variety of tasks, including checking in and out guests, managing reservations, addressing inquiries, and resolving any issues that may arise during a guest's stay. Excellent organizational skills and attention to detail are paramount to manage guest expectations and maintain the highest level of service excellence. The agent must also work collaboratively with other departments to ensure a seamless guest experience throughout their visit.

Responsibilities

• Greet and welcome guests with a friendly and professional demeanor.
• Process guest check-ins and check-outs efficiently and accurately.
• Manage incoming reservations and ensure guest preferences are recorded.
• Address and resolve guest complaints and concerns promptly and effectively.
• Provide guests with information about hotel services, amenities, and local attractions.
• Ensure all guest requests are fulfilled in a timely and satisfactory manner.
• Coordinate with housekeeping and maintenance to ensure room readiness.
• Handle cash, credit card, and other payment transactions accurately.
• Maintain a clean and organized front desk area at all times.
• Communicate effectively with other departments to ensure guest satisfaction.
• Upsell hotel services and amenities to enhance guest experience.
• Maintain guest confidentiality and adhere to data protection policies.

Requirements

• High school diploma or equivalent; hospitality certification is a plus.
• Previous experience in a customer service or hospitality role preferred.
• Strong communication and interpersonal skills to interact with diverse guests.
• Ability to remain calm and professional in a fast-paced environment.
• Proficient in using hotel reservation and property management systems.
• Excellent problem-solving skills and the ability to handle challenging situations.
• Availability to work flexible shifts, including evenings, weekends, and holidays.