Guest Service Agent (225-915)

A Guest Service Agent plays a pivotal role in ensuring that guests have a memorable and enjoyable experience during their stay at a hotel or hospitality establishment. This position requires high levels of interpersonal skills, a warm and approachable demeanor, and the ability to think quickly to solve problems and offer solutions. Guest Service Agents are often the first point of contact for guests, and therefore, they represent the overall brand and quality of the service provided by the establishment. They handle check-ins and check-outs, address any inquiries or concerns guests may have, and collaborate closely with housekeeping, maintenance, and other departments to ensure seamless operations. Passionate about customer service, a Guest Service Agent must thrive in dynamic environments and be dedicated to exceeding guest expectations. With strong organizational skills and a genuine interest in hospitality, this role is ideal for individuals looking to create memorable guest experiences through exemplary service.

Responsibilities

• Greet guests warmly and provide them with an overview of hotel services.
• Efficiently manage guest check-ins and check-outs with attentiveness.
• Respond to guest inquiries and resolve any issues or complaints promptly.
• Coordinate with housekeeping for arranging room services and amenities.
• Maintain accurate records of guest information and preferences in the system.
• Offer recommendations on local attractions, dining, and entertainment options.
• Ensure all guest requests are executed in a timely and courteous manner.
• Handle incoming calls and direct them to the appropriate departments efficiently.
• Assist in managing reservations and cancellations effectively to maximize occupancy.
• Operate the front desk computer systems competently and efficiently.
• Support team members by sharing workload during peak times and emergencies.
• Adhere to all hotel policies, regulations, and standards of service excellence.

Requirements

• High school diploma or equivalent; hospitality qualification preferred.
• Previous experience in a customer-facing or hospitality role is advantageous.
• Proficient in using hotel management software and basic computer applications.
• Exemplary communication skills, both oral and written, are essential.
• Ability to multitask effectively and handle high-pressure environments calmly.
• A positive and enthusiastic attitude with a strong customer service focus.
• Flexibility to work various shifts, including nights, weekends, and holidays.