Guest Service Agent/Front Desk

Position Summary

Bilingual a PLUS

Marriott a PLUS

The Guest Service Representative is responsible for delivering a welcoming and efficient experience for guests from arrival to departure. This role manages reservations, check-ins, guest communications, and coordinates service delivery across departments to ensure guest satisfaction and operational consistency.

Essential Functions

· Provide courteous and professional service by responding to guest inquiries, requests, and complaints.

· Process reservations, cancellations, and modifications via phone, email, and in person.

· Execute accurate check-in and check-out procedures.

· Promote hotel services and upsell opportunities to maximize revenue.

· Maintain guest accounts, process payments, and reconcile cash drawer transactions.

· Manage guest communications across multiple platforms, including phone, email, and integrated chat applications.

· Operate hotel communication systems to handle calls, wake-up requests, and route inquiries.

· Monitor and respond to guest messages via mobile apps, web-based chat tools, and third-party booking platforms.

· Review daily arrivals and cancellations, ensuring special requests are noted and fulfilled.

· Maintain cleanliness and organization of the front desk area.

· Coordinate guest service delivery with other departments and external vendors.

· Comply with hotel safety, security, and emergency procedures.

· Uphold brand and franchise standards, policies, and procedures.

· Assist other team members to ensure smooth departmental and hotel operations.

· Perform other related and unrelated tasks assigned by management.

Job Specifications

Environmental Conditions:

Primarily indoors with protection from weather conditions; may experience temperature fluctuations due to lobby traffic.

Required Skills and Abilities:

· Familiarity with front office systems and franchise standards.

· Strong interpersonal and communication skills, including phone and chat etiquette.

· Ability to resolve guest concerns or escalate appropriately.

· Knowledge of hotel operations including reservations, guest registration, concierge, bell services, and guest accounting.

· Proficiency in inventory management and basic accounting practices.

· Professional demeanor and ability to represent the hotel positively.

Education and Experience:

High school diploma or equivalent required.
Two or more years of front office or related customer service experience preferred.
Experience in hospitality, sales, or resort operations may substitute for direct front desk experience.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)

Work Location: In person

Salary : $15