Guest Service Agent

Hampton Inn & Suites Tampa Riverview-Brandon is a welcoming, team-oriented hotel located off I-75 in the Brandon area, offering easy access to metro Tampa, Westfield Brandon shops, Tampa’s Riverwalk, Port Tampa Bay cruise terminals, and Busch Gardens.

About the role

This part-time position offers a dynamic, energetic work environment where you’ll be part of a team that values mutual respect, teamwork, and professional growth. The role is ideal for individuals who enjoy a vibrant atmosphere, diverse guests, and a creative, supportive culture.

Responsibilities

• Assist guests with check-in and check-out processes efficiently, ensuring a smooth and welcoming experience.
• Manage room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Respond promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed expectations.
• Handle payment transactions, including room charges, deposits, and refunds, ensuring accuracy and compliance with hotel policies.
• Coordinate with housekeeping, maintenance, and other departments to address guest needs and resolve issues.
• Provide information about hotel services, amenities, local attractions, and transportation options to assist guests.
• Resolve guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintain accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Upsell rooms and promote hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Follow safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

Requirements

• Previous experience in customer-facing roles, such as hospitality, retail, or food service (preferred).
• Strong interpersonal skills and a focus on delivering exceptional service.
• Familiarity with computers and software systems, especially reservation or property management systems (PMS).
• Excellent verbal and written communication skills for professional interactions with guests and team members.
• Ability to handle guest complaints or resolve conflicts calmly and effectively.
• Experience managing multiple tasks simultaneously, such as answering phones, handling reservations, and assisting guests.
• Flexibility to work irregular hours, including evenings, weekends, and holidays.
• High school diploma or equivalent.

Benefits

• Exclusive discounts on hotel stays, food, and beverages for personal travel.
• Access to online training courses for professional growth.
• Employee Assistance Program, jury duty leave, and bereavement leave.