Guest Service Agent (225-816)

A Guest Service Agent plays a critical role in ensuring that guests have a positive and memorable experience during their stay. As the front-line representative of hospitality organizations, the Guest Service Agent is responsible for greeting guests, answering their questions, and attending to their needs. This role requires impeccable communication skills, a professional appearance, and a genuine passion for hospitality. The Guest Service Agent must handle check-ins and check-outs efficiently, manage reservations, and coordinate with other departments to fulfill the guests' requests. Successful agents are adept at resolving guest issues quickly and effectively, thereby enhancing customer satisfaction and loyalty. This position is ideal for someone who thrives in a fast-paced environment, enjoys interacting with people, and is dedicated to providing exceptional customer service.

Responsibilities

• Welcome guests warmly and provide information about the accommodations and services.
• Manage check-in and check-out procedures efficiently, ensuring accuracy in handling transactions.
• Answer phone calls and respond to emails with inquiries from potential or current guests.
• Coordinate with housekeeping and maintenance to ensure guest rooms are prepared and maintained.
• Handle guest complaints or issues promptly and seek effective resolutions to enhance satisfaction.
• Maintain a professional and polished appearance at all times on the hotel premises.
• Process room reservations and cancellations in line with company policies and procedures.
• Maintain knowledge of rates and promotions, and offer information or suggestions accordingly.
• Assist in managing the reception desk and ensure it is properly stocked with necessary supplies.
• Work collaboratively with other departments to support guest service needs and company objectives.
• Update guest information and preferences in the system for future reference and guest relationship management.
• Prepare daily reports to communicate occupancy, revenue, and other relevant information to management.

Requirements

• High school diploma or equivalent; hospitality management courses preferred.
• Previous experience in customer service or hospitality industry is an advantage.
• Excellent verbal and written communication skills for diverse guest interactions.
• Strong problem-solving skills and ability to act decisively under pressure.
• Proficiency with computer systems, especially reservation and management software.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Outstanding attention to detail and commitment to providing superior guest care.