The Guest Service Agent serves as the primary point of contact for hotel guests. This role involves greeting guests, managing check-ins and check-outs, processing reservations and payments, addressing guest concerns, and delivering exceptional customer service in a professional and friendly manner.
Key ResponsibilitiesGuest Services
- Welcome guests upon arrival and provide a positive first impression.
- Perform check-in and check-out procedures efficiently.
- Answer questions about hotel amenities, services, and local attractions.
- Respond promptly to guest requests and concerns.
- Resolve complaints professionally or escalate issues when necessary.
- Maintain a high level of customer satisfaction throughout the guest's stay.
Reservations & Front Desk Operations
- Process new reservations, cancellations, and modifications.
- Verify guest information and room assignments.
- Manage room availability and occupancy updates.
- Answer and direct incoming phone calls.
- Coordinate with housekeeping and maintenance departments regarding guest needs.
Cash Handling & Administrative Duties
- Process payments, refunds, and deposits accurately.
- Balance cash drawers and maintain accurate records.
- Prepare reports and documentation as required.
- Ensure guest accounts are accurate and up to date.
- Follow hotel policies and procedures regarding billing and security.
Safety & Security
- Verify guest identities and protect confidential information.
- Monitor lobby activity and report suspicious behavior.
- Follow emergency and safety procedures.
- Maintain security standards for guest rooms and hotel property.
Required Skills & Qualifications
- High school diploma or equivalent (hospitality experience preferred).
- Excellent customer service and communication skills.
- Strong organizational and multitasking abilities.
- Basic computer and data-entry skills.
- Ability to handle cash and payment transactions accurately.
- Problem-solving and conflict-resolution skills.
- Ability to work flexible schedules, including weekends and holidays.
Preferred Qualifications
- Previous hotel, hospitality, or customer service experience.
- Experience with hotel Property Management Systems (PMS) such as Auto Clerk Atlas or similar software.
- Knowledge of reservation systems and hotel operations.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift and carry light items (typically up to 25 pounds).
- Ability to work in a fast-paced environment.
Pay: $11.00 - $13.00 per hour
Work Location: In person
