Guest Service Agent (225-614)

A Guest Service Agent plays a crucial role in the hospitality sector, acting as the face of the organization and the primary point of contact for guests. Their primary objective is to ensure that every guest has a seamless and pleasant experience from the moment they check in until they check out. As a Guest Service Agent, one must possess excellent communication skills, a warm and welcoming demeanor, and a proactive attitude to address guest needs and concerns promptly. The position demands the ability to multitask and maintain composure in a fast-paced environment, catering to several guests with diverse needs. The ideal candidate will be enthusiastic about delivering exemplary customer service and fostering a positive relationship with all guests, elevating their overall experience at the facility.

Responsibilities

• Welcome guests warmly and professionally upon arrival at the reception desk.
• Efficiently process guest check-ins and check-outs using the system.
• Provide accurate information regarding hotel facilities and local attractions.
• Handle guest inquiries and resolve complaints in a courteous and timely manner.
• Coordinate with housekeeping and maintenance to fulfill guest requests promptly.
• Manage room reservations and adjust bookings as necessary to meet guests’ needs.
• Assist guests by providing concierge services, including tour recommendations.
• Ensure guest service areas are clean, organized, and welcoming at all times.
• Prepare and distribute incoming and outgoing guest messages efficiently.
• Process payment transactions accurately and handle cash or bank reconciliations.
• Liaise with various departments to provide a cohesive guest service experience.
• Maintain an updated knowledge of all hotel services and promotions available.

Requirements

• High school diploma or equivalent; hospitality training is a plus.
• Previous experience in a customer service or hospitality role preferred.
• Exceptional interpersonal and communication skills are essential.
• Ability to multitask effectively in a busy and dynamic environment.
• Proficient in hotel management software and Microsoft Office Suite.
• Strong problem-solving skills and attention to detail required for the role.
• Availability to work flexible hours, including weekends and holidays.