Guest Service Agent

Job Title: Front Desk Agent (PM Shift)

Department: Front Office
Location: The Westin Poinsett Greenville
Reports To: Front Office Supervisor / Front Office Manager
FLSA Status: Hourly / Non-Exempt

Position Summary

The Front Desk Agent serves as the first and last point of contact for guests at The Westin Poinsett Greenville. This role is responsible for delivering exceptional, brand-standard guest service while performing front desk operations including check-ins, check-outs, reservations, billing, and guest assistance. The ideal candidate demonstrates professionalism, attention to detail, and a strong commitment to hospitality excellence.

Essential Job Functions

• Greet guests warmly and professionally upon arrival and departure

• Perform guest check-in and check-out procedures accurately and efficiently

• Process reservations, room assignments, room changes, and special requests

• Handle cash, credit card transactions, and billing inquiries with accuracy

• Answer and route incoming calls in a courteous and timely manner

• Address guest concerns promptly and escalate issues as appropriate

• Maintain knowledge of hotel services, amenities, and local attractions

• Communicate effectively with Housekeeping, Maintenance, Bell/Valet, and Leadership

• Maintain a clean, organized, and professional front desk area

• Adhere to Marriott and Westin brand standards at all times

• Follow all hotel policies, safety procedures, and confidentiality requirements

Required Qualifications

• High school diploma or equivalent required

• Previous hotel front desk or customer service experience preferred

• Strong verbal and written communication skills

• Excellent guest service and problem-solving abilities

• Ability to multitask in a fast-paced hospitality environment

• Basic computer skills and ability to learn property management systems (PMS)

• Professional appearance and demeanor required

Schedule Requirements (Required)

• Must be able to work 3:00pm – 11:00pm

• Rotating days, including weekends and holidays

• Reliable attendance and punctuality are essential

Physical Requirements

• Ability to stand for extended periods

• Ability to lift up to 25 pounds occasionally

• Ability to bend, reach, and move throughout the front desk area

Core Competencies

• Guest-focused mindset

• Attention to detail

• Dependability and accountability

• Teamwork and collaboration

• Professional communication