Guest Service Agent (225-1010)

A Guest Service Agent serves as the frontline representative of a hospitality establishment, such as a hotel or resort, playing a vital role in delivering exceptional customer service. These agents are responsible for ensuring that guests have a comfortable and positive experience by handling various tasks such as check-in and check-out, answering queries, and solving issues promptly. They maintain a welcoming environment and often serve as the first point of contact for guests. An ideal candidate for this role is polite, patient, and possesses strong interpersonal skills, allowing them to interact effectively with diverse individuals. The role demands a strong ability to manage multiple tasks simultaneously while maintaining a personable and professional demeanor.

Responsibilities

• Greet guests warmly upon arrival and ensure a swift check-in process.
• Manage guest inquiries with expert knowledge about hotel facilities and services.
• Handle guest complaints with a calming and efficient resolution strategy.
• Coordinate with housekeeping to ensure rooms are ready for arriving guests.
• Maintain accurate records of reservations, bookings, and cancellations systematically.
• Facilitate smooth check-out procedures, ensuring all guest bills are settled correctly.
• Offer information regarding local attractions, dining options, and transportation services.
• Communicate with different departments to ensure seamless guest service operations.
• Upsell additional services and amenities to enhance the guest experience.
• Track and manage lost and found items efficiently and effectively.
• Perform cashiering tasks accurately, handling cash and credit card transactions.
• Monitor the lobby area to maintain cleanliness and offer assistance as needed.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Proven experience as a Guest Service Agent or in a similar role.
• Exceptional customer service skills and a friendly, professional demeanor.
• Outstanding communication skills, both verbal and written are required.
• Ability to handle stressful situations and resolve issues efficiently.
• Basic math skills for handling cash transactions and guest billing.
• Flexibility in working hours, including nights, weekends, and holidays.