Guest Service Agent

About the role

Create the experience that makes every guest feel at home. As a Guest Service Agent on our Front Office team, you’ll be the first and last impression guests carry with them. This role blends guest service, front-desk operations, technology, cash handling, communication, and problem-solving to deliver memorable stays.

Responsibilities

• Welcome every guest with a friendly, sincere, and professional greeting.
• Listen carefully to guest requests and provide helpful, accurate information.
• Assist guests with information about hotel outlets, services, local attractions, and surrounding areas.
• Complete guest registration accurately and efficiently using the hotel computer system.
• Confirm guest information, number of guests, room rates, and other reservation details.
• Select appropriate rooms based on guest needs and hotel availability.
• Prepare and issue electronic room keys and welcome materials.
• Promote hotel and brand programs when appropriate.
• Process check-ins and check-outs while ensuring a smooth and positive guest experience.
• Verify credit card authorizations and accurately process payments.
• Handle cash, make change, balance an assigned house bank, and process other forms of payment.
• Post charges accurately to guest rooms and house accounts.
• Answer telephone calls promptly and professionally.
• Record and communicate guest messages accurately.
• Assist guests with mail, small packages, and other requests.
• Close guest accounts at checkout and confirm guest satisfaction.
• Listen to and resolve guest concerns with patience, professionalism, and good judgment.
• Research problems and work with guests to find effective solutions.
• Remain calm, alert, and professional during busy periods, unexpected situations, and emergencies.
• Work closely with Front Office teammates and other hotel departments to create a seamless guest experience.
• Pitch in and support coworkers whenever needed.
• Perform other job-related duties as assigned.

What We’re Looking For

• Guest-focused: You understand that the guest experience is at the heart of everything we do.
• Friendly and welcoming: You genuinely enjoy meeting and helping people.
• Great communicator: You know how to listen, explain, and connect with guests.
• Calm under pressure: You can stay composed when the lobby gets busy or a guest needs extra attention.
• Problem-solver: You don’t just identify a problem; you look for a solution.
• Detail-oriented: Especially when handling reservations, guest accounts, payments, and hotel information.
• Professional and dependable: You understand that how you show up matters.
• Team player: You’re willing to pitch in and help coworkers.
• Adaptable: You’re comfortable learning new systems, procedures, and ways to improve the guest experience.
• Patient and diplomatic: You can handle challenging conversations while treating everyone with respect.

The position requires the ability to communicate effectively in English, use a moderately complex computer system, perform basic-to-moderately complex calculations accurately, remain mobile throughout the Front Office, and establish strong working relationships with guests and associates.

Why Join Our Front Office Team?

No two guests—and no two days—are exactly alike. One moment you’re welcoming a family on vacation; the next, you’re helping a business traveler, answering area questions, or turning a frustrated guest’s experience around. You have the opportunity to make someone’s day better every time you step behind the desk.

You’ll gain valuable experience in guest relations, hospitality, problem solving, hotel operations, reservations, cash handling, communication, and teamwork, surrounded by a team that understands great hospitality starts with how we treat people.

The Kind of Person Who Thrives Here

• Smiles even when the lobby gets busy.
• Can turn “I’m frustrated” into “Thank you for helping me.”
• Enjoys meeting people from different places and backgrounds.
• Pays attention to the little details.
• Knows that sometimes the best solution starts with simply listening.
• Isn’t afraid to ask questions and learn something new.
• Jumps in when a teammate needs help.
• Takes pride in being the person guests remember for making them feel welcome.

Every associate is a guest-relations ambassador, and our Front Office team plays a particularly important role in creating that positive experience. Professionalism, courtesy, respect, adaptability, punctuality, and a willingness to learn are essential to the role.