Guest Services Agent

Position Summary

The Guest Services Agent is responsible for delivering exceptional hospitality by creating a welcoming and memorable experience for every guest. This position serves as the primary point of contact throughout the guest journey, handling reservations, check-in and check-out, guest requests, and providing information about the hotel and local area. The ideal candidate is friendly, detail-oriented, and committed to providing outstanding customer service.

Essential Duties & Responsibilities

• Greet guests with a warm, professional, and welcoming attitude.

• Complete guest check-in and check-out accurately and efficiently.

• Process reservations, modifications, cancellations, and payment transactions.

• Answer telephone calls, emails, and guest inquiries in a timely and courteous manner.

• Respond to and resolve guest concerns, escalating issues to management when appropriate.

• Maintain knowledge of room types, rates, packages, hotel amenities, spa services, and dining options.

• Coordinate with Housekeeping, Engineering, Food & Beverage, and Spa departments to ensure guest requests are fulfilled promptly.

• Assign rooms based on availability and guest preferences while maximizing room inventory.

• Process cash, credit card, and other payment methods according to company procedures.

• Promote room upgrades, spa appointments, dining reservations, and hotel experiences when appropriate.

• Maintain accurate guest records and update information in the Property Management System (PMS).

• Complete daily reports, shift checklists, and other administrative duties.

• Maintain a clean, organized, and professional front desk and lobby environment.

• Follow all hotel policies regarding safety, security, privacy, and confidentiality.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.

• Previous hotel front desk, hospitality, or customer service experience preferred.

• Experience with a hotel Property Management System (PMS) preferred.

• Excellent verbal and written communication skills.

• Strong organizational, problem-solving, and multitasking abilities.

• Proficient in Microsoft Office and basic computer applications.

• Ability to work flexible schedules, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand and walk for extended periods.

• Occasionally lift and carry up to 25 pounds.

• Ability to bend, reach, and use standard office equipment.

• Ability to work in a fast-paced environment while maintaining attention to detail.

Key Competencies

• Exceptional guest service and hospitality

• Professional communication

• Attention to detail

• Teamwork and collaboration

• Problem-solving and conflict resolution

• Time management and organization

• Adaptability and reliability

Performance Expectations

• Consistently provide exceptional guest service that exceeds expectations.

• Maintain accuracy in reservations, billing, and cash handling.

• Contribute to guest satisfaction goals and positive online reviews.

• Support hotel revenue through effective upselling of rooms, spa services, dining, and hotel experiences.

• Demonstrate professionalism, dependability, and a positive attitude while fostering a collaborative team environment.