Guest Service Agent

About the Role

Guest Service Agent – greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Growth path: Front Desk Supervisor or Sales Coordinator → Front Office Manager or Sales Manager.

Responsibilities

• Immediately greet guests and offer assistance with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, escalating to a supervisor when necessary.
• Secure guests' valuables in hotel safe or safe‑deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Monitor guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Assist in the breakfast area or help guests with luggage during peak periods or when staffing assistance is required.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Requirements

• High school diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Benefits

• Competitive wages for full‑time and part‑time opportunities.
• Medical, dental, and vision health insurance.
• Paid time off.
• 401(k) company match.
• Daily pay.
• Free basic life insurance.
• 24/7 access to TELUS Health, a confidential work‑life resource.
• Travel discounts.
• Commuter transit and parking benefits.
• Employee assistance and wellness program.
• Educational/professional development opportunities.
• Referral bonus program.

Work Environment and Schedule

• Work schedule varies and may include holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Company values: People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble – Own It.