Guest Service Agent (225-720)

A Guest Service Agent plays a crucial role in ensuring a memorable experience for guests at hotels, resorts, or hospitality establishments. This professional is the face of the business, welcoming guests upon arrival, assisting them during their stay, and coordinating with various departments to enhance the overall guest experience. A Guest Service Agent is responsible for handling check-ins and check-outs, responding to guest inquiries and complaints, and providing information about the local area and hotel amenities. They strive to deliver exceptional service and maintain positive relationships with all guests. Attention to detail, excellent communication skills, and an unwavering commitment to customer satisfaction are key attributes required for success in this role. Whether solving problems or assisting with unique guest requests, the Guest Service Agent ensures that each stay is smooth and enjoyable.

Responsibilities

• Greet and welcome guests in a friendly and professional manner upon arrival.
• Manage check-in and check-out processes efficiently and accurately.
• Provide information about hotel facilities, services, and local attractions.
• Handle guest inquiries and address complaints promptly and courteously.
• Coordinate with housekeeping and maintenance departments to ensure guest satisfaction.
• Assist guests with reservations, bookings, and confirmations when necessary.
• Keep the front desk and lobby area clean, organized, and presentable at all times.
• Process payments, maintain accuracy of billing, and handle cash transactions.
• Maintain updated knowledge of room rates, special packages, and promotions.
• Facilitate guest transportation needs, including taxis and airport shuttle arrangements.
• Respond to emergency situations, following safety protocols and procedures.
• Collect guest feedback and provide reports to support continuous improvement initiatives.

Requirements

• High school diploma or equivalent; hospitality degree is preferred.
• Proven experience in a customer service or hospitality role.
• Excellent communication and interpersonal skills, both verbal and written.
• Proficiency in using hotel management and reservation software systems.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Flexible schedule, including the ability to work evenings, weekends, and holidays.
• Ability to stand for extended periods and handle physical tasks as needed.