Guest Service Agent

About the role

The Study at University City is seeking a service-driven and detail-oriented Guest Service Agent to deliver a welcoming and seamless guest experience. This role is responsible for managing all aspects of the guest journey, including check-in/check-out, reservations, and guest inquiries, while maintaining a professional and engaging front desk presence. The Guest Service Agent supports the daily operations of the Front Desk and Living Room, working closely with hotel departments to ensure efficient service and guest satisfaction. The ideal candidate is organized, personable, and able to manage multiple priorities in a fast-paced hospitality environment. Our caring and attentive associates reinforce our belief that guest service is our highest priority. We seek energetic, service-oriented individuals who take pride in delivering efficient service and memorable guest experiences. Front Office Snapshot: 212-room full-service hotel; Front Desk and Living Room guest services; High-touch, guest-focused service environment; Coordination with Housekeeping, Engineering, and Food & Beverage; Fast-paced operation serving university, corporate, and leisure guests.

Responsibilities

• Provide exceptional guest service during check-in and check-out processes
• Manage room inventory, reservations, and guest assignments
• Answer phone calls and respond to guest inquiries in a professional and timely manner
• Coordinate with hotel departments to fulfill guest requests and ensure service delivery
• Assist guests with requests including transportation, dining recommendations, and local information
• Resolve guest concerns, billing questions, and service issues promptly
• Process payments, post charges, and handle cash and credit transactions accurately
• Maintain awareness of VIP guests and special requests
• Ensure accuracy of guest accounts and records
• Support team members and contribute to overall department performance
• Maintain a clean, organized, and safe front desk environment

Requirements

• Education: High school diploma or equivalent required
• Experience: Minimum of 1 year in a customer-facing or hospitality role preferred
• Strong customer service and interpersonal skills
• Basic math skills and ability to handle financial transactions
• Proficiency in Microsoft Office (Outlook, Word, Excel) and general computer systems
• Ability to work flexible schedules including days, evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Proficiency in English required; a second language is a plus
• Strong organizational skills with the ability to multitask and prioritize
• Ability to lift or carry items up to 50 pounds
• Ability to stand for extended periods

Benefits

Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life, and disability insurance, paid time off, and paid holidays. Team members may also participate in our 401(k) retirement savings plan and Employee Assistance Program.