Guest Service Agent (225-1001)

A Guest Service Agent is a crucial role in the hospitality industry, acting as the first point of contact for guests and ensuring their needs are met with exceptional service. This dynamic position involves welcoming guests with a warm and professional demeanor, managing check-ins and check-outs, and resolving any issues promptly to ensure a comfortable and memorable stay. The ideal candidate will possess strong interpersonal skills, a keen eye for detail, and a passion for delivering outstanding customer service. A Guest Service Agent works closely with other hotel departments to streamline operations and enhance guest satisfaction, making it a rewarding and challenging role for those who thrive in customer-centered environments.

Responsibilities

• Welcome and greet guests courteously upon their arrival and departure.
• Efficiently manage guest check-in and check-out processes, ensuring accuracy.
• Provide accurate information about hotel services and local attractions to guests.
• Handle guest inquiries and complaints professionally and in a timely manner.
• Coordinate with housekeeping and maintenance staff for guest room needs.
• Maintain a tidy and organized front desk and reception area.
• Process payment transactions, including room charges and other services.
• Assist guests in making reservations and arrangements for their stay.
• Keep records of room bookings and guest information confidentially and accurately.
• Report and follow up on maintenance issues promptly within guest rooms.
• Resolve billing disputes and escalate issues to management when necessary.
• Regularly update guest profiles and preferences for future visits.

Requirements

• High school diploma or equivalent qualification is required for this role.
• Previous experience in the hospitality industry is highly regarded.
• Exceptional interpersonal and communication skills with a service-oriented mindset.
• Ability to multitask and manage time efficiently in a busy environment.
• Proficiency in computer systems, including hotel management software preferred.
• Flexibility to work various shifts, including weekends and holidays as needed.
• Strong problem-solving skills and ability to handle guest complaints effectively.