Guest Service Agent (225-613)

A Guest Service Agent is the face of a hospitality establishment, providing the first point of contact for guests. The role requires a combination of excellent customer service skills, attention to detail, and an ability to handle various tasks effectively. As a Guest Service Agent, you will be responsible for ensuring that all guests receive a warm welcome and that their needs are met throughout their stay. You'll handle inquiries, make reservations, and address any concerns, ensuring a seamless and enjoyable experience for guests. This role is critical in maintaining the reputation and image of the establishment, as you will often be the first and last point of contact for guests. Being a Guest Service Agent requires flexibility, thorough knowledge of the hotel's services, and a friendly, professional demeanor.

Responsibilities

• Welcome guests with a warm, friendly attitude upon their arrival.
• Assist guests with check-in and check-out procedures efficiently and accurately.
• Handle and coordinate room reservations for guests promptly.
• Address and resolve guest inquiries and complaints in a timely manner.
• Provide information on hotel services, local attractions, and amenities.
• Ensure guest accounts and billing are handled correctly and with confidentiality.
• Coordinate with housekeeping and maintenance to address guest needs.
• Maintain the reception area in a clean and organized condition.
• Liaise with other departments to ensure guests have an excellent experience.
• Operate the hotel’s computer and booking systems effectively.
• Provide support and assistance to other front desk staff members as needed.
• Uphold and enforce security measures and protocols for guests' safety.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or hospitality role preferred.
• Excellent communication skills, both verbal and written, are essential.
• Proficiency with hotel management software and computer systems.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Flexibility to work shifts, including nights, weekends, and holidays.
• Exceptional attention to detail and reliability in task execution.