Guest Service Agent

Job Overview

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.

Job 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.
• Cook up 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.

Job 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, flexible schedule, including evenings, weekends, and holidays.
• 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).