Guest Service Agent

Job Description

The Guest Service Agent is responsible for providing warm, professional, and efficient service to guests throughout their stay. This role serves as the first point of contact at the front desk, handling check-ins, check-outs, reservations, and guest inquiries while ensuring a seamless and memorable experience. The Guest Service Agent plays a vital role in upholding the resort’s commitment to exceptional hospitality.

Key Responsibilities

• Greet guests with a friendly and welcoming attitude upon arrival and departure

• Perform accurate check-in and check-out procedures, including processing payments and room assignments

• Handle guest reservations, modifications, and cancellations efficiently using the hotel’s property management system

• Respond to guest inquiries, requests, and concerns promptly and professionally

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

• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs

• Handle cash, credit card, and room charge transactions accurately

• Maintain cleanliness and organization of the front desk and lobby areas

• Manage and resolve guest complaints with empathy and professionalism, escalating issues to management when necessary

• Promote hotel services, packages, and special offerings to enhance the guest experience

• Assist with administrative tasks and reports as assigned by management

Must-Have Qualifications

• Previous experience in a customer service, hospitality, or front desk role

• Excellent communication and interpersonal skills

• Strong problem-solving abilities and attention to detail

• Ability to multitask and remain calm in high-pressure situations

• Basic math skills and familiarity with hotel property management systems (PMS) preferred

• Flexibility to work various shifts, including evenings, weekends, and holidays

Preferred Qualifications (Not Required)

• Experience with Mews (Hotel Property Management System)

• Bi-lingual: English/ Spanish

Physical Demands

• Ability to stand and walk for extended periods (up to 8 hours per workday)

• Frequent use of hands to operate computers, phones, and office equipment

• Occasional bending, lifting, or carrying items up to 25 lbs (such as guest luggage or packages)

• Clear speech, hearing, and vision to effectively interact with guests in person and over the phone

• Ability to remain alert and attentive in a fast-paced environment

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Other Information

• FLSA Classification: Non-Exempt 

• Reports To: Guest Services Manager

• Work location: Onsite at The Garden Hotel, Fort Lauderdale, FL.

• Work environment: Reception. 

• Working schedule: Flexibility with work hours, including weekends and holidays is essential, as scheduling will depend on business needs. This position may require evening availability. Adaptability is key in a hospitality environment

Benefits & Perks 

Stay Hospitality offers a competitive benefits package designed to support your well-being and work-life balance. Eligibility for specific benefits may vary based on employment status, job classification, and tenure.

Depending on your role and eligibility, benefits may include:

• Health, dental, and vision insurance

• Paid time off and holidays

• Flexible scheduling options

• Employee discounts at Stay Hospitality properties

• Opportunities for professional development and career growth

Stay Hospitality is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Job descriptions are subject to change at the discretion of management.