Guest Service Agent (225-817)

A Guest Service Agent plays a pivotal role in the hospitality industry, acting as the face and voice of the establishment. They are responsible for ensuring that guests have a positive experience from the moment they arrive until they check out. This role requires a cordial demeanor, excellent communication skills, and the ability to handle various situations with professionalism and efficiency. A Guest Service Agent is tasked with greeting guests, managing check-ins and check-outs, and attending to guests' queries and needs promptly. They are the first point of contact and are crucial in setting the tone for the guests' stay, making them a vital part of the hospitality service team. Additionally, a Guest Service Agent needs to be detail-oriented and possess the capability to multitask while managing daily operational procedures efficiently.

Responsibilities

• Welcome and greet guests upon arrival with a friendly and warm demeanor.
• Manage check-in and check-out procedures, ensuring efficiency and accuracy.
• Handle guest inquiries and provide helpful information about the hotel’s services.
• Address and resolve guest complaints in a timely and professional manner.
• Coordinate room assignments and ensure rooms are up to the expected standards.
• Maintain accurate records of guest accounts and related financial transactions.
• Provide suggestions to guests on local attractions, restaurants, and activities.
• Operate the telephone switchboard, relay messages, and manage calls effectively.
• Assist in monitoring the lobby and public areas to ensure cleanliness and order.
• Collaborate with other departments to ensure smooth operation and guest satisfaction.
• Promote hotel products, services, and loyalty programs to enhance guest experience.
• Prepare and update reports required for the management’s review and analysis.

Requirements

• Previous experience in hospitality or customer service roles is preferred.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency in using hotel management software and basic computer applications.
• High school diploma or equivalent; further education in hospitality is an advantage.
• Exceptional interpersonal skills and a friendly, approachable personality.
• Flexibility to work various shifts, including evenings, weekends, and holidays.