Guest Service Agent

Allentown, PA, USA|

Job Overview

Compensation

Hourly

Range $14.25 - $18.00

Benefits

Health Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

Paid holidays

Life insurance

Job Description

Our esteemed hotel, renowned for its commitment to delivering unparalleled hospitality, is dedicated to creating memorable experiences for every guest who walks through our doors. As a vibrant establishment in the hospitality industry, we pride ourselves on providing a safe, secure, and welcoming environment where guests feel at home and valued. The hotel's blend of comfort, professional service, and attention to detail has earned us a reputation as a preferred destination for travelers seeking both relaxation and convenience. With modern amenities, attentive staff, and a strategic location, the hotel caters to a diverse clientele ranging from business travelers to vacationing families, ensuring each guest enjoys a personalized and comfortable stay.

The role of Guest Service Representative is essential in maintaining this high standard of excellence. This full-time position offers a dynamic career opportunity within the hotel industry, where the individual acts as the cornerstone of guest relations from arrival to departure. The Guest Service Representative will operate as the front line ambassador of the hotel, fostering an inviting atmosphere by addressing guest needs promptly and professionally. This role is pivotal in managing guest check-ins, registrations, reservations, and revenue collections with a focus on authentic hospitality and operational efficiency.

In this capacity, the representative is expected not only to anticipate guest needs but to exceed expectations by delivering proactive and personalized service. The position requires an individual capable of handling inquiries about hotel services, local attractions, and dining recommendations, enabling guests to maximize their experience. Additionally, the Guest Service Representative ensures compliance with property policies, maintains meticulous record-keeping, and supports the overall business objectives by promoting the hotel's frequent stay programs and current promotions.

The successful candidate must demonstrate excellent communication skills, a firm understanding of front desk operations, and the ability to manage financial transactions accurately. The job also entails working closely with housekeeping and other hotel departments to ensure guest requests are fulfilled efficiently. Integrity, attention to detail, and the ability to respond calmly and effectively to guest concerns or complaints are essential attributes for success in this role.

This rewarding position combines customer service with operational responsibilities, offering career advancement opportunities within the hotel management framework. The environment is fast-paced, engaging, and supportive, ideal for individuals who thrive in service-oriented roles and are passionate about the hospitality trade.

If you are committed to making every guest's stay enjoyable and memorable through excellence in service, we invite you to apply and join our dedicated team of hospitality professionals.

Job Requirements

High school diploma or equivalent
Previous experience in customer service or front desk operations preferred
Must be able to communicate clearly in English
Ability to handle cash and perform accurate financial transactions
Ability to work a flexible schedule including evenings, weekends, and holidays
Physical ability to lift up to 25 pounds and push/pull up to 50 pounds
Knowledge of hotel property management systems is desirable
Strong interpersonal and communication skills
Ability to maintain guest confidentiality
Must adhere to company policies and procedures
Certification in responsible alcohol service if applicable
Must wear proper uniform at all times
Adherence to safety and emergency procedures

Job Qualifications

Proven customer service skills
Experience in the hospitality or hotel industry
Strong problem-solving abilities
Effective communication skills
Ability to multitask in a fast-paced environment
Knowledge of front desk and reservation systems
Familiarity with sales and promotional programs
Ability to work collaboratively with team members
Strong attention to detail

Job Duties

Provide the highest quality of service to the guest at all times
Anticipate the guest's needs and exceed their expectations
Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests
Assists guests efficiently, courteously and professionally in all service related functions to maintain property's high standard of service and hospitality
Greet and register guests and provide room assignments accommodating special requests whenever possible
Assist in pre-registration and blocking of reservations
Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel
Act as a liaison between management and guests
Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction
Handle guest check-ins and check-outs efficiently, friendly and professional manner
Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered
Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and company's "walk" policy
Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift
Check all credit cards to ensure they are valid
Communicate with incoming shift associates by logging pertinent information in the pass on log
Develop a thorough knowledge of the accounting system particularly how to handle guests being Direct Billed
Develop a thorough knowledge of property management system
Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect payment and make change for hotel guests following all cash handling procedures as required by brand
Have knowledge of hotel property, hotel staff, and hotel services with hours of operations
room locations, types of rooms, and room selling strategies
hotel rates and discounts and how to handle each
hotel credit and check cashing policies and procedures
Answer inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions
Maintain guest privacy
Never announce guest room numbers
Never transfer calls to a room without the caller identifying the name of the person in that room
Keep the Front Desk area neat, clean, and free of safety hazards
Practice safety standards at all times and be alert to hazardous conditions
Report or correct any hazardous conditions immediately
Maintains proper key control for the property
This would include internal keys and guest keys
Never give an additional key to a guest without first checking their identification
Assist in maintaining public areas of the hotel in a clean and orderly condition
Receive and transmit mail, phone, and written messages for guests
Responsible for proper telephone etiquette
Assist in Food and Beverage areas as needed
This would include breakfast when busy, and making coffee and cookies in the evenings among other items as required by the brand
Maintain wake up call logs and ensure they are entered into the system properly
Attend to special service requests including securing of guest valuables in safety deposit boxes and ordering complimentary amenities
Deliver requested items when possible
Maintain the business center supplies and cleanliness
Be aware of new potential sales contacts through guest interaction and report the information to the appropriate individual
Promote repeat business by offering to take future reservations upon check-out and providing recommendations for alternate same brand -type products
Provide Sales leads to the sales department or general manager
Contribute and support the hospitality programs to ensure their success
Must be able to lift and carry 25 pounds
push and pull 50 pounds
Have a thorough knowledge of emergency procedures
Wear proper uniform at all times in accordance with the Standards of Appearance
Where applicable...follow approved laundry procedures, ensure understanding of operation of washer and dryers
Assist in folding linen according to proper standards
Adhere to no iron laundry procedures
Must be thoroughly familiar with Associate Handbook
Associate must adhere to all work rules, procedure and policies established by the company
including, but not limited to, those contained in the Associate Handbook
Must maintain certification from a responsible vendor training if alcohol is served at your respective property
Other duties as assigned, of which the associate is capable of performing