Guest Service Agent (225-804)

The role of a Guest Service Agent is pivotal in ensuring exceptional service and satisfaction for all guests. Serving as the primary point of contact, a Guest Service Agent is responsible for managing guest inquiries, complaints, and requests in a prompt and professional manner. This dynamic position requires a blend of excellent customer service skills, strong communication abilities, and a thorough understanding of hospitality protocols. By providing a warm and welcoming atmosphere, the Guest Service Agent enhances the guest experience from arrival to departure. Whether it's assisting with check-in and check-out procedures, offering recommendations, or handling reservation amendments, the Guest Service Agent plays a crucial role in maintaining the hotel's reputation for exemplary service.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide guests with accurate information and directions as needed.
• Handle guest complaints and resolve issues promptly and efficiently.
• Coordinate with housekeeping and maintenance teams to fulfill guest requests.
• Manage room bookings and process cancellations or modifications.
• Assist guests with transportation arrangements and local recommendations.
• Ensure guest checkout procedures are completed efficiently and accurately.
• Maintain a high level of product knowledge and local area expertise.
• Communicate guest feedback to the management for service improvements.
• Ensure the lobby and reception area are clean and welcoming at all times.
• Stay informed about hotel policies and emergency procedures.
• Foster a team-oriented environment while assisting other hotel departments.

Requirements

• High school diploma or equivalent; hospitality certification is a plus.
• Previous experience in a customer service or hospitality role required.
• Strong communication and interpersonal skills for guest interactions.
• Proficiency in hotel management software and basic computer applications.
• Ability to stand for extended periods and handle physical tasks as needed.
• Flexibility to work various shifts, including evenings and weekends.
• Demonstrated problem-solving abilities and attention to detail.