Guest Service Agent 07N25

The Guest Service Agent plays a critical role in a hotel’s guest experience, being the first and last impression for guests. As a Guest Service Agent, your main responsibility is to provide exceptional customer service from the moment guests arrive until their departure. This role involves managing guest check-ins and check-outs, providing detailed information about hotel services, and efficiently handling guest inquiries and complaints. The ideal candidate will possess excellent communication skills, a friendly and professional demeanor, and a passion for ensuring a memorable stay for all guests. As a central point of contact, you will work closely with other departments to ensure seamless service delivery.

Responsibilities

• Welcome guests warmly and ensure a speedy, efficient check-in process.
• Manage guest check-out procedures promptly and accurately.
• Respond to guest inquiries both in-person and via phone or email.
• Provide guests with information about hotel facilities and local attractions.
• Handle guest complaints with patience and find swift solutions.
• Coordinate with housekeeping and other departments for seamless guest service.
• Process reservations and update booking statuses in the reservation system.
• Maintain updated records of guest information and payment details securely.
• Assist in maintaining the neat and orderly appearance of the hotel's front desk.
• Resolve any billing issues and manage cash and credit card transactions accurately.
• Promote and upsell hotel services and amenities to guests effectively.
• Prepare and distribute daily reports to management for review.

Requirements

• High school diploma or equivalent is required for this position.
• Previous experience in customer service or hospitality industry preferred.
• Strong communication skills and the ability to deal with diverse client profiles.
• Proficiency in using hotel management software and Microsoft Office Suite.
• Ability to multitask, handle stress, and meet operational demands seamlessly.
• Excellent problem-solving skills and the ability to handle complaints tactfully.
• Flexibility to work various shifts, including nights, weekends, and holidays.