Guest Service Agent

The role of a Guest Service Agent is crucial in establishing the first impression guests have upon entering a hotel or resort. As a Guest Service Agent, you will be primarily responsible for providing remarkable customer service and ensuring that guests' experiences are pleasant and satisfactory. This position requires individuals to be highly communicative, personable, and efficient in handling guest inquiries or issues. A Guest Service Agent acts as the face of the establishment, managing front-desk duties such as check-in and check-out processes, and coordinating with other departments to meet guests' needs. This dynamic role will have you interacting with guests from diverse backgrounds, making every day a unique experience while promoting a culture of hospitality and warmth.

Responsibilities

• Welcome and greet guests warmly, ensuring a positive first impression.
• Manage the check-in and check-out process efficiently and accurately.
• Handle guest inquiries and complaints with a professional and courteous attitude.
• Coordinate with housekeeping and maintenance departments for room readiness.
• Provide guests with information about the hotel's facilities and services.
• Assist in booking reservations and managing room availability proactively.
• Maintain accurate records of guest accounts and transactions.
• Offer concierge services and recommendations for local attractions and dining.
• Ensure the front desk area is clean, organized, and presentable at all times.
• Handle cash transactions and maintain a balanced cash drawer as needed.
• Monitor guest feedback and provide reports to management for improvements.
• Follow safety and security standards to safeguard guests and property.

Requirements

• High school diploma or equivalent is required for this position.
• Prior experience in a similar role within the hospitality industry preferred.
• Excellent communication and interpersonal skills are essential.
• Ability to handle stressful situations with a calm and professional demeanor.
• Proficiency in using hotel management software and basic IT systems.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Strong organizational skills with an eye for detail and accuracy.