Guest Service Agent

About the role

The Guest Service Agent serves as the first point of contact for hotel guests, delivering exceptional customer service and ensuring a seamless and welcoming guest experience. This role is responsible for managing check-in and check-out procedures, handling reservations, responding to guest inquiries, and supporting front office operations while maintaining a professional and friendly demeanor at all times. This position operates in a fast-paced, guest-facing hotel front office environment requiring frequent standing, direct guest interaction, and the ability to manage multiple tasks simultaneously.

Responsibilities

• Greet guests warmly upon arrival and provide efficient check-in and check-out services.
• Manage room reservations using hotel property management software.
• Respond to guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Handle billing, payments, and cash transactions accurately and securely.
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.
• Answer phone calls, emails, and other guest communication channels.
• Maintain accurate guest records and front office documentation.
• Upsell rooms and promote hotel services when appropriate.
• Support overall front office operations as needed.

Requirements

• Education: High school diploma or equivalent required; hospitality degree preferred.
• Experience: Previous customer service or hospitality experience preferred.
• Travel required: No travel required; position is fully property-based.
• Physical Requirements: Frequent standing during entire shift at front desk or lobby area; frequent walking and guest interaction throughout shift; occasional lifting/carrying up to 25–50 lbs; ability to work in a fast-paced, guest-facing environment.

Skills and Abilities

• Strong customer service and guest engagement skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and conflict resolution skills.
• High attention to detail and accuracy.
• Ability to multitask in a fast-paced environment.
• Basic computer skills and familiarity with reservation systems (PMS).
• Strong time management and organizational skills.
• Ability to work effectively as part of a team.
• Professional appearance and demeanor.
• Certifications: None required (hospitality certifications preferred).

Schedule

Shift-based scheduling, including evenings, weekends, and holidays.