Guest Service Agent (225-1013)

A Guest Service Agent is the first point of contact for guests at various hospitality establishments, such as hotels, resorts, and inns. This essential role involves providing a warm and friendly welcome, handling guest check-ins and check-outs efficiently, and ensuring that their stay is as comfortable and enjoyable as possible. Guest Service Agents are empowered to resolve any guest issues or complaints promptly and professionally, assuring guest satisfaction at every interaction. These individuals handle reservations and provide information on hotel amenities, local attractions, and dining options. They play a critical role in maintaining the reputation and profitability of the hospitality venue by ensuring a seamless guest experience.

Responsibilities

• Greet all guests upon arrival with a warm and friendly welcome.
• Efficiently process guest check-ins and check-outs with accuracy.
• Answer and manage incoming calls to ensure prompt service delivery.
• Advise guests on available room options and possible upgrades.
• Provide detailed information about hotel amenities and local attractions.
• Resolve guest complaints and issues in a timely manner.
• Communicate with housekeeping staff to ensure timely room readiness.
• Perform cashier functions and maintain accurate financial records.
• Collaborate with the concierge team for guest travel arrangements.
• Maintain a clean and organized front desk area at all times.
• Monitor and track guest feedback to ensure service improvements.
• Adhere to hotel policies and safety protocols for guests and staff.

Requirements

• High school diploma or equivalent; further education preferred.
• Previous hospitality or customer service experience is advantageous.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving abilities and attention to detail required.
• Proficiency in computer software, especially reservation systems.
• Capability to work flexible hours, including nights and weekends.
• Professional appearance and demeanor in all guest interactions.