Guest Service Agent (225-717)

The Guest Service Agent plays a pivotal role in providing exceptional service to guests at hotels, resorts, or hospitality venues. This position requires an individual with excellent communication skills, a friendly demeanor, and the ability to handle diverse customer inquiries and requests efficiently. The Guest Service Agent is responsible for greeting guests, checking them in and out, managing reservations, handling guest complaints, and providing information about the services and facilities offered by the establishment. They not only serve as a direct point of contact for guests but also ensure their experience is smooth, seamless, and satisfactory. The ideal candidate for this role is detail-oriented, possesses problem-solving capabilities, and has an inherent passion for delivering high-quality customer service.

Responsibilities

• Greet guests warmly upon arrival and ensure a friendly first impression.
• Assist guests with the check-in and check-out processes efficiently.
• Handle guest inquiries and provide accurate information about the services offered.
• Manage and update guest reservations using the hotel's reservation system software.
• Coordinate with housekeeping to ensure rooms are clean and ready for arrivals.
• Address and resolve guest complaints in a professional and timely manner.
• Handle cash and credit transactions following standard operating procedures.
• Promote hotel amenities and services to enhance guest experience and satisfaction.
• Collaborate with other departments to accommodate guest needs and special requests.
• Maintain the confidentiality and security of guest information at all times.
• Ensure compliance with safety and health regulations while performing duties.
• Provide information and assistance regarding local attractions and transport options.

Requirements

• High school diploma or equivalent; hospitality degree is advantageous.
• Proven experience in a customer service role, preferably in hospitality.
• Excellent verbal and written communication skills are essential.
• Ability to work flexible hours including nights, weekends, and holidays.
• Proficiency in using reservation and property management software systems.
• Strong problem-solving skills with a customer-focused approach.
• Capability to handle stressful situations with a calm and professional demeanor.