Guest Services Agent

Guest Services Agent Position Summary The Guest Services Agent is responsible for delivering exceptional hospitality by creating a welcoming and memorable experience for every guest. This position serves as the primary point of contact throughout the guest journey, handling reservations, check-in and check-out, guest requests, and providing information about the hotel and local area. The ideal candidate is friendly, detail-oriented, and committed to providing outstanding customer service. Essential Duties & Responsibilities Greet guests with a warm, professional, and welcoming attitude. Complete guest check-in and check-out accurately and efficiently. Process reservations, modifications, cancellations, and payment transactions. Answer telephone calls, emails, and guest inquiries in a timely and courteous manner. Respond to and resolve guest concerns, escalating issues to management when appropriate. Maintain knowledge of room types, rates, packages, hotel amenities, spa services, and dining options. Coordinate with Housekeeping, Engineering, Food & Beverage, and Spa departments to ensure guest requests are fulfilled promptly. Assign rooms based on availability and guest preferences while maximizing room inventory. Process cash, credit card, and other payment methods according to company procedures. Promote room upgrades, spa appointments, dining reservations, and hotel experiences when appropriate. Maintain accurate guest records and update information in the Property Management System (PMS). Complete daily reports, shift checklists, and other administrative duties. Maintain a clean, organized, and professional front desk and lobby environment. Follow all hotel policies regarding safety, security, privacy, and confidentiality. Perform other duties as assigned. Qualifications High school diploma or equivalent required. Previous hotel front desk, hospitality, or customer service experience preferred. Experience with a hotel Property Management System (PMS) preferred. Excellent verbal and written communication skills. Strong organizational, problem-solving, and multitasking abilities. Proficient in Microsoft Office and basic computer applications. Ability to work flexible schedules, including evenings, weekends, and holidays. Physical Requirements Ability to stand and walk for extended periods. Occasionally lift and carry up to 25 pounds. Ability to bend, reach, and use standard office equipment. Ability to work in a fast-paced environment while maintaining attention to detail. Key Competencies Exceptional guest service and hospitality Professional communication Attention to detail Teamwork and collaboration Problem-solving and conflict resolution Time management and organization Adaptability and reliability Performance Expectations Consistently provide exceptional guest service that exceeds expectations. Maintain accuracy in reservations, billing, and cash handling. Contribute to guest satisfaction goals and positive online reviews. Support hotel revenue through effective upselling of rooms, spa services, dining, and hotel experiences. Demonstrate professionalism, dependability, and a positive attitude while fostering a collaborative team environment.