Guest Service Agent

This position is with a reputable hotel that values exceptional guest service and hospitality. The hotel is dedicated to providing a welcoming and comfortable environment for all guests, ensuring that every visitor's stay is memorable and exceeds expectations. As a well-established player in the hospitality industry, this hotel offers a variety of accommodations and amenities designed to meet the diverse needs of travelers, whether they are visiting for business or leisure. The Guest Service Agent plays a vital role within the hotel, acting as the primary point of contact for guests from the moment of check-in to check-out. This role demands a proactive, friendly, and detail-oriented individual who excels in customer service and communication. The Guest Service Agent is responsible for greeting guests warmly, processing check-ins and check-outs efficiently and accurately, and handling guest inquiries with professionalism and courtesy. This position requires managing multiple administrative duties such as maintaining paperwork, handling cash transactions accurately, and balancing shift reports. The Guest Service Agent also operates the hotel's switchboard, transferring calls appropriately and ensuring smooth communication within the hotel. Knowledge of the hotel’s room rates, locations, features, and physical layout is essential for effectively assisting guests and resolving their requests. In addition to standard front desk responsibilities, the Guest Service Agent acts as an ambassador for the hotel's membership club, actively promoting enrollment to guests and encouraging repeat business within the hotel’s franchise network. When the hotel reaches full capacity, the agent assists in securing alternative lodging options for guests by making referrals to nearby accommodations. The role also involves providing guests with detailed information about local attractions, dining options, and events, demonstrating familiarity with regional publications and maps to offer accurate directions. The Guest Service Agent must maintain a polite and caring demeanor at all times, projecting a friendly and professional image that supports customer satisfaction and loyalty. Handling reservations with accuracy, validating credit cards and guarantees, monitoring reservation status, and managing guest complaints are critical facets of this role. The ability to respond swiftly and properly to emergencies is necessary, including knowledge of fire systems, emergency lighting, and safety protocols. The individual must contribute to the hotel's security efforts by identifying hazards, managing incident reports, and supporting a safe environment for guests and staff. Further responsibilities include maintaining cleanliness in the lobby and office areas, understanding computer operations for front desk management, and providing support for continental breakfast services. The Guest Service Agent will assist with maintaining ADA accommodations, completing essential forms such as call back sheets, room availability logs, comment logs, and shift verification records. This demanding yet rewarding role offers the opportunity to develop strong customer service skills and be part of a team committed to high-quality hospitality service.

• High school diploma or equivalent
• prior experience in guest services or hospitality preferred
• excellent customer service skills
• ability to manage cash and financial transactions
• strong organizational skills
• effective communication abilities
• ability to work flexible shifts including weekends and holidays
• knowledge of emergency procedures and safety protocols