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 may lead to Front Desk Supervisor, 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.

Schedule

Work schedule varies and may include holidays, weekends, and alternate shifts.

Physical Demands

Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.