Guest Service Agent 16J25

The Guest Service Agent is a vital role in ensuring that guests have an exceptional experience from the moment they arrive. This position requires a highly enthusiastic individual who is passionate about service and hospitality. As a Guest Service Agent, you'll be the face of the establishment, providing courteous, professional, and efficient face-to-face or over-the-phone service. Your main aim will be to ensure each guest feels valued, understood, and well cared for. This role involves handling check-ins and check-outs, managing guest inquiries, resolving complaints with the utmost discretion and tact, and providing recommendations for local attractions and services to enhance guest satisfaction. A successful candidate will work well under pressure, exhibit outstanding communication skills, and demonstrate the ability to multitask effectively in a dynamic environment.

Responsibilities

• Welcome guests warmly upon arrival and assist them with the check-in process.
• Handle guest check-outs efficiently ensuring the settlement of all charges.
• Manage reservations accurately and update guest information as needed.
• Respond promptly to guest inquiries and provide information about the hotel amenities.
• Resolve guest complaints or requests with patience, professionalism, and positive attitude.
• Coordinate with housekeeping and maintenance to ensure guest satisfaction and room availability.
• Ensure the lobby and front desk area is neat and organized at all times.
• Provide recommendations for local attractions, dining options, and transportation services.
• Process guest payments accurately and maintain records of transactions.
• Assist in maintaining guest service logs and relay information to relevant departments.
• Maintain a high level of communication with team members to ensure guest expectations are met.
• Stay informed of emergency and security policies to handle guest safety efficiently.

Requirements

• High school diploma or equivalent; hospitality degree is a plus.
• Proven experience as a front desk representative or in a similar role.
• Excellent verbal and written communication skills, with a friendly disposition.
• Strong organizational skills with an ability to prioritize tasks effectively.
• Proficient in MS Office; knowledge of hotel management software is advantageous.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Exceptional problem-solving skills and a keen eye for detail.