Guest Service Agent

Key Responsibilities

• Greeting and welcoming guests in a warm, friendly manner, ensuring they feel valued throughout their stay.
• Manage check-in and check-out procedures efficiently using Opera PMS, ensuring the accuracy of all guest information and billing.
• Respond to guest inquiries, requests, and complaints promptly and professionally, resolving issues or escalating when necessary.
• Provide information about hotel amenities, services, local attractions, and directions.
• Aid with room assignments, special requests, and upgrades as per hotel policies.

Operations

• Accurately manage financial transactions, including posting charges, handling payments, and balancing the cash drawer at the end of the shift.
• Ensure proper communication with the next shift and other departments (housekeeping, maintenance, etc.) regarding guest requests, room statuses, and any operational needs.
• Keep the front desk area clean, organized, and stocked with all necessary materials (forms, brochures, etc.).
• Follow proper procedures for key control, lost and found, and security of guest information.

Guest Loyalty and Relations

• Recognize and acknowledge Hyatt loyalty members (e.g., Explorist and Globalist) by offering personalized service and benefits.
• Enroll new members.
• Manage any loyalty program inquiries and ensure points, rewards, and upgrades are processed correctly.
• Aid with reservations, modifications, and cancellations when needed.

Team Collaboration

• Communicate and coordinate effectively with other team members and departments to ensure a smooth guest experience.
• Aid housekeeping, maintenance, and food and beverage teams by providing relevant information on guest needs or issues.
• Aid in training new Front Desk team members when necessary.

Qualifications

• A high school diploma or equivalent required.
• Previous hotel or customer service experience is preferred but not required.
• Experience with Opera PMS or similar hotel management software is an advantage.

Schedule

Evening shifts, typically from 3 PM to 11 PM. Weekend and holiday shifts may be required based on hotel occupancy.

Peachtree Group Benefits

• Comprehensive benefits package, including medical, dental, vision, disability, and life insurance.
• A generous 401(k) retirement match.
• Paid Holidays and Paid Time Off.
• Access to Employee Assistance Program and Fund.