Job Overview
The Guest Service Agent is the first point of contact for guests at Hotel Clark and is responsible for delivering a warm, accurate, and efficient arrival and departure experience. This position registers and checks out guests, processes reservations and payments, responds to guest inquiries, and coordinates guest requests with other hotel departments. Success in this role requires strong guest service skills, attention to detail, and the ability to work courteously and accurately in a fast-paced hospitality environment. This is a non-supervisory, non-managerial hourly position reporting to the Front Office Supervisor.
Job Responsibilities
Guest Arrival, Departure & Front Desk Operations
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Welcome and greet arriving guests, complete the check-in process, verify reservation and identification details, and issue room keys.
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Complete guest check-out, review folios with guests, process payments, and provide accurate final billing.
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Answer incoming calls promptly, respond to guest inquiries, and route calls and messages to the appropriate department.
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Enter, modify, and confirm reservations, rates, and billing instructions in the hotel property management system.
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Assign rooms based on guest preferences, availability, and arrival status, and coordinate with Housekeeping on room readiness.
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Post charges, adjustments, and payments accurately to guest accounts.
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Provide guests with information about hotel amenities, services, hours of operation, and local attractions and transportation.
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Handle guest requests such as luggage assistance, wake-up calls, packages, and special accommodations, coordinating with other departments as needed.
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Maintain a clean, organized, and professional front desk and lobby appearance.
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Follow established company and brand service standards in all guest interactions.
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Complete assigned shift duties and checklists and communicate open items to the Front Desk Supervisor at shift change.
Daily Operations
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Perform front desk duties during assigned shifts in accordance with established procedures and the priorities set by the Front Desk Supervisor.
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Review arrival, departure, and group activity reports at the start of each shift and prepare for anticipated guest needs.
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Maintain accurate guest records, logs, and shift documentation.
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Support group arrivals and departures by preparing keys, registration materials, and rooming lists as directed.
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Follow company policies, operating procedures, cash handling requirements, and brand standards.
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Report equipment, system, or facility issues to the Front Office Supervisor or Engineering promptly.
Guest Service & Service Recovery
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Listen attentively to guest concerns and complaints and resolve routine issues within established guidelines.
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Escalate guest complaints, service issues, and requests that fall outside established guidelines to the Front Office Supervisor or manager on duty.
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Follow up with guests to confirm that concerns have been resolved to their satisfaction.
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Assist with VIP, special-occasion, and special-accommodation arrivals as directed.
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Support the hotel loyalty program by enrolling guests and recognizing member benefits and preferences.
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Provide attentive, responsive, and personalized service throughout every guest interaction.
Reservations & Systems
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Process reservations, cancellations, and modifications received by phone, email, or walk-in.
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Quote room rates and availability accurately and in accordance with company selling guidelines.
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Use the hotel property management system to maintain accurate guest profiles, preferences, and room status.
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Verify that rates, packages, and billing instructions match reservation and group agreements.
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Maintain the confidentiality of guest information and comply with data privacy and payment card handling requirements.
Cash Handling & Administrative Responsibilities
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Operate an assigned cash drawer, process cash, credit card, and alternate payment transactions, and balance the drawer at the end of each shift.
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Prepare and submit shift deposits and required paperwork in accordance with internal control procedures.
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Ensure the accuracy of guest accounts, billing transactions, and payment processing.
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Maintain front desk records, logs, and documentation accurately and completely.
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Complete required reports and forms as assigned.
Communication & Teamwork
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Participate in shift briefings and pre-shift meetings and stay informed of operational priorities, guest concerns, and service expectations.
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Communicate guest needs, service issues, and room status changes clearly to the Front Office Supervisor and other departments.
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Coordinate with Housekeeping, Engineering, Bell/Valet, Security, and Food and Beverage to support guest needs.
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Support fellow team members and contribute to a positive, professional, and collaborative work environment.
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Complete all required company, brand, and safety training within assigned timeframes.
Safety & Security
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Follow all company safety policies, emergency procedures, and brand standards, and complete all assigned safety and workplace training.
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Immediately report guest or workplace incidents, injuries, safety hazards, suspicious activity, and any violent or threatening conduct to the Front Office Supervisor, manager on duty, or Security.
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Follow key control, guest privacy, and front desk security procedures at all times.
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Comply with all applicable federal, state, and local workplace, safety, and employment requirements.
Education: High school diploma or equivalent required. Hospitality coursework, certificate, or degree preferred.
Experience: Prior hotel front desk, guest service, hospitality, or customer-facing experience preferred; entry-level candidates will be considered.
Experience with hotel property management systems, reservations, and cash handling preferred. Experience using StayNTouch is a plus.
Travel required: No travel required; position is fully property-based.
Physical Requirements
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Frequent standing and walking throughout assigned shifts, including extended periods at the front desk.
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Frequent interaction with guests, team members, and visitors.
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Occasional lifting, carrying, pushing, or pulling up to 25 pounds.
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Ability to work in a fast-paced, high-volume, guest-facing environment.
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Ability to work a flexible schedule, including evenings, weekends, and holidays.
Skills and Abilities:
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Excellent customer service and guest relations skills.
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Ability to remain courteous, patient, and professional during high-volume guest interactions.
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Clear verbal and written communication skills.
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Strong active listening and interpersonal skills.
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Accuracy and attention to detail with cash handling, payment processing, and guest account information.
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Effective problem-solving skills within established guidelines, and sound judgment about when to escalate.
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Ability to follow direction, established procedures, and service standards.
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Strong organizational and time-management abilities.
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Ability to manage multiple priorities in a fast-paced environment.
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Strong understanding of hotel property management systems and front office operations.
Certifications: None required (hospitality certifications preferred).
Compensation Disclosure: The posted pay range reflects the actual compensation for this position and is provided in accordance with applicable pay transparency laws. For positions with a fixed rate of pay, the posted range represents the advertised rate for the role.
Equal Employment Opportunity: Hotel Clark is an Equal Opportunity Employer. Employment practices are administered in accordance with applicable federal, state, and local laws.
Job Description Disclaimer: This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to revise, modify, add, or remove job duties and responsibilities as business needs dictate.
