Guest Services Agent (Front Desk Agent)

Reports To: Front Office Manager / Assistant Front Office Manager
Department: Front Office

Position Summary

The Guest Services Agent is the first point of contact for guests and plays a key role in delivering exceptional hospitality. This position is responsible for performing check-in and check-out services, handling guest requests, resolving concerns, and ensuring each guest has a memorable stay in accordance with the high standards of the Westin Poinsett Greenville.

Key Responsibilities

Front Desk Operations

• Warmly welcome guests upon arrival and provide a seamless check-in/check-out experience.

• Verify guest reservations, issue room keys, and process payments accurately.

• Respond promptly to guest requests, inquiries, and complaints with professionalism and care.

• Coordinate with Housekeeping and Engineering to ensure guest rooms are ready and issues are resolved quickly.

• Maintain accurate guest records, preferences, and profiles in property management systems.

Customer Service & Communication

• Provide knowledgeable information about hotel amenities, services, and local attractions.

• Offer assistance with directions, restaurant reservations, and transportation needs.

• Anticipate guest needs and follow through to ensure satisfaction.

• Handle difficult situations calmly and professionally, escalating to leadership as needed.

Cash & Record Handling

• Balance cash drawers and maintain accurate records of all transactions.

• Post charges, process payments, and manage billing inquiries.

• Follow established procedures for handling credit cards, cash, and hotel accounts.

Teamwork & Standards

• Work closely with Bell/Valet, Concierge, and other departments to ensure smooth operations.

• Uphold brand and service standards, ensuring the lobby and front desk areas are presentable.

• Adhere to all safety, security, and confidentiality procedures.

Qualifications

• High school diploma or equivalent required; hospitality or business coursework preferred.

• Previous hotel or customer service experience strongly preferred.

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

• Ability to multitask and remain calm under pressure.

• Proficiency with computers and property management systems (e.g., Marriott/Opera experience preferred).

• Professional appearance and positive, guest-focused attitude.

Work Environment

• Fast-paced, guest-facing role requiring extended periods of standing.

• Flexible schedule including evenings, weekends, and holidays.