What are the responsibilities and job description for the Guest Service Agent position at Embassy Suites Flagstaff?
Job description:
The Flagstaff Embassy Suites, proudly managed by Baywood Hospitality, is looking for a positive, friendly, and guest-focused Front Desk / Guest Services Agent to be the welcoming face of our hotel.
This role is perfect for someone who loves helping people, thrives in a fast-paced environment, and brings great energy to work every day. Prior front desk or hospitality experience is preferred but not required—we’re happy to train the right person with the right attitude.
If you enjoy creating memorable first impressions and believe great service starts with a smile, we’d love to meet you.
What You’ll Do
Create Exceptional Guest Experiences
- Greet guests warmly and professionally during check-in and check-out
- Answer questions about the hotel, local attractions, and services
- Resolve guest concerns promptly and with care
- Look for opportunities to “WOW” every guest
Front Desk Operations
- Accurately process reservations, check-ins, check-outs, and room assignments
- Handle cash, credit cards, and billing transactions
- Maintain guest accounts and respond to inquiries
- Communicate effectively with housekeeping, maintenance, and management
Professional & Positive Presence
- Maintain a friendly, polished appearance and professional demeanor
- Follow brand and Baywood standards for service and communication
- Support teammates and contribute to a positive team environment
Communication & Teamwork
- Participate in daily huddles and shift briefings
- Share important guest information and service updates
- Assist other departments as needed to ensure smooth operations
Safety & Cleanliness
- Maintain a clean and organized front desk and lobby area
- Follow all safety, security, and emergency procedures
- Report maintenance or safety concerns promptly
Additional Responsibilities
- May assist with breakfast service, transportation coordination, or other guest services as needed
- Perform other duties as assigned
The Baywood Ambassador Standard
All Guest Services Agents are expected to model the behavior of a Baywood Ambassador by:
- Warmly greeting guests and coworkers using the 10/5 rule and first & last name standard
- Actively listening and responding to guest needs with empathy and urgency
- Offering help to teammates whenever needed
- Maintaining awareness of cleanliness, safety, and security
- Looking for every opportunity to create memorable guest experiences
- Living our motto: “It’s Better at Baywood!”
Skills & Qualifications
Experience
- Front desk or hospitality experience preferred, but not required
- Customer service experience in any industry is a plus
Skills
- Friendly, positive, and professional attitude
- Strong communication skills (verbal and written)
- Ability to multitask and stay calm in a busy environment
- Basic computer skills and willingness to learn hotel systems
- Ability to work independently and as part of a team
Availability
- Flexible schedule, including evenings, weekends, and holidays
Physical Requirements
- Standing/walking for most of the shift
- Occasional bending, reaching, and lifting (up to 25 lbs)
Why Join Baywood Hospitality?
At Baywood, we believe our people make the difference. We foster a supportive, inclusive environment where associates are valued, trained, and empowered to grow.
If you’re upbeat, dependable, and ready to be part of a team that truly cares about guests and each other—we want to meet you.
Job Types: Full-time, Part-time
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
Pay: $18.35 - $18.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $18 - $19