Guest Service Agent (225-904)

As a Guest Service Agent, you are the primary point of contact for guests at our esteemed establishment, ensuring each visitor experiences the highest levels of hospitality. Your role is critical in setting the tone for the guest experience by providing warm welcomes, efficient check-ins and check-outs, and resolving any queries or issues with professionalism and poise. By upholding the company's values and standards, you contribute to creating a memorable stay for our guests, fostering a welcoming atmosphere that encourages repeat visits. In this dynamic position, you'll have the opportunity to engage with diverse individuals, enhancing your communication skills and broadening your customer service expertise.

Responsibilities

• Welcome guests with a friendly demeanor and efficiently handle check-in and check-out processes.
• Provide accurate information about hotel amenities, services, and surrounding areas.
• Address guest inquiries and concerns promptly to ensure a pleasant stay.
• Coordinate with housekeeping and maintenance to meet guests’ requests and maintain room standards.
• Manage booking reservations, ensuring all details are correct and efficiently logged.
• Handle billing processes accurately, including posting charges and processing payments.
• Liaise with other departments to fulfill guest needs and special requests accordingly.
• Maintain a clean and organized reception area, reflecting a professional image of the hotel.
• Resolve complaints or conflicts diplomatically, providing satisfactory solutions for guests.
• Monitor daily guest arrivals and departures to optimize room turnovers efficiently.
• Regularly update and manage guest profile information to ensure loyalty and personal service.
• Adhere to security procedures to safeguard guests and hotel property.

Requirements

• High school diploma or equivalent; hospitality training is a plus.
• Proven experience in a guest service or customer service role preferred.
• Strong verbal and written communication skills in English; additional languages are advantageous.
• Proficiency with front desk software and general office equipment handling.
• Exceptional interpersonal skills with a genuine passion for helping people.
• Ability to multitask effectively in a fast-paced, often high-pressure environment.
• Flexible availability to work various shifts, including weekends and holidays.