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Job Overview
Job Description
The Guest Service Agent position is a vital role within the hospitality industry, primarily found in hotels and motels, where the focus is on delivering exceptional customer service to guests. Working as a Guest Service Agent means being the first point of contact for guests as they check in and check out, and often serving as the face of the establishment. These agents play a key role in maintaining a welcoming and friendly environment, helping to ensure an enjoyable stay for all guests. They are responsible for accurately handling reservations, managing cash transactions, and addressing guest concerns promptly and professionally.Show More
Job Requirements
- High school diploma or equivalent
- previous experience in guest service or hospitality preferred
- ability to work flexible hours including evenings, weekends, and holidays
- basic math and cash handling skills
- effective communication skills
- ability to use computer systems and phone switchboards
- strong organizational skills
- problem-solving ability
- ability to maintain confidentiality
- physical ability to stand for extended periods
- attention to detail
Job Qualifications
- High school diploma or equivalent
- prior experience in hospitality or customer service preferred
- proficient in basic computer operations
- excellent communication and interpersonal skills
- ability to handle cash accurately
- knowledge of local area attractions and services
- ability to work under pressure and handle complaints diplomatically
- basic understanding of safety and emergency procedures
- ability to maintain confidentiality
- friendly and professional demeanor
Job Duties
- Be ready to begin work at the specified time
- greet guests and check them in and out with friendliness, speed and accuracy
- maintain all paperwork as required by your shift
- maintain accuracy in handling cash and balance shift report
- operate switchboard and transfer calls as required
- keep all business confidential on and off duty
- know room rates, locations, and furnishings of all rooms
- know physical make-up of building – interior and exterior
- promote membership in the franchise’s membership club
- help secure lodging for guest by referrals when hotel is full
- know what attractions, restaurants, and events are available
- be polite and present a friendly and caring image
- take and record reservations with accuracy and confirm as requested
- check credit cards and guaranteed reservations for validity
- know status of reservations daily and future basis
- be able to handle guest complaints
- know emergency procedures and how to respond
- report potential hazards and investigate alleged injuries
- know where gas, electric, water cut off, and breakers are located
- know location of emergency lights
- keep lobby and office area clean at all times
- know computer operations including shutdown procedures
- set up and maintain continental breakfast
- know location of ADA box and how to use it
- complete call back sheet and file
- complete room availability form
- complete comment log for your shift
- complete shift verification form
- perform all other duties as assigned
Job Criteria
Experience
No experience required
Job Location
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