What are the responsibilities and job description for the Guest Service Agent position at Makeready?
The Heathman Hotel is where Portland’s cultural legacy meets timeless hospitality. Since 1927, it has stood as a gathering place for artists, writers, performers, and travelers drawn to the creative spirit of the city. Rooted in history yet thoughtfully evolved for the modern guest, The Heathman blends classic elegance with contemporary comfort in the heart of downtown Portland.
We believe exceptional hospitality begins with meaningful human connection. As a Front Desk Agent, you will serve as the face of the hotel—creating memorable first impressions, delivering personalized service, and ensuring every guest feels welcomed, valued, and cared for throughout their stay. This role is ideal for a hospitality professional who thrives in a fast-paced environment while maintaining warmth, professionalism, and attention to detail.
Requested Tasks
We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.
Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.
We believe exceptional hospitality begins with meaningful human connection. As a Front Desk Agent, you will serve as the face of the hotel—creating memorable first impressions, delivering personalized service, and ensuring every guest feels welcomed, valued, and cared for throughout their stay. This role is ideal for a hospitality professional who thrives in a fast-paced environment while maintaining warmth, professionalism, and attention to detail.
Requested Tasks
- Welcome guests with a warm, engaging, and professional demeanor during check-in and check-out experiences
- Provide personalized service while efficiently handling guest arrivals, departures, room assignments, and billing procedures
- Answer guest questions regarding hotel amenities, services, dining options, local attractions, and transportation
- Anticipate guest needs and proactively resolve concerns to ensure a seamless and memorable stay
- Maintain an active and visible presence in the lobby, offering assistance and hospitality whenever needed
- Accurately process payments, cash handling, room charges, and adjustments in accordance with hotel procedures
- Coordinate with Housekeeping, Engineering, Valet, and other departments to ensure guest requests are fulfilled promptly
- Maintain confidentiality and security of guest information
- Handle guest requests, special accommodations, and service recovery situations with professionalism and urgency
- Ensure the front desk, lobby, and guest-facing areas remain organized, clean, and welcoming
- Follow all hotel policies, procedures, safety standards, and brand expectations
- Previous hotel front desk, hospitality, or guest service experience preferred
- Strong communication and interpersonal skills with an approachable and polished presence
- Passion for delivering elevated guest experiences and personalized hospitality
- Ability to multitask and remain composed in a fast-paced environment
- Strong organizational skills and attention to detail
- Comfortable using hotel property management systems, Microsoft Office, and related technology platforms
- Flexible schedule availability including mornings, evenings, weekends, and holidays
- Ability to problem-solve independently and exercise sound judgment
- Ability to stand and walk for extended periods throughout the shift
- Ability to occasionally lift and carry items weighing up to 25 pounds
- Ability to bend, reach, and move throughout guest-facing areas as needed
- Ability to work in a fast-paced environment while maintaining professionalism and poise
We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.
Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.