Guest Service Agent

Position Summary:

We are seeking a professional, service-driven, and hospitality-focused Guest Service Agent to join our Front Office team. The ideal candidate will create memorable guest experiences by providing exceptional customer service, efficiently handling guest requests, and maintaining a welcoming, positive atmosphere at all times. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced hotel environment.

Primary Responsibilities:

• Greet and welcome guests upon arrival with professionalism and warmth.
• Perform guest check-ins and check-outs efficiently using the hotel’s property management system.
• Handle room reservations, modifications, and cancellations accurately.
• Respond promptly to guest inquiries, requests, and concerns while ensuring guest satisfaction.
• Maintain knowledge of hotel services, amenities, local attractions, and transportation options.
• Process payments, verify billing information, and balance cash handling procedures.
• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless guest experiences.
• Answer incoming phone calls and direct inquiries appropriately.
• Resolve guest complaints professionally and escalate concerns when necessary.
• Maintain accurate guest records and documentation.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Assist with upselling room categories, hotel amenities, and special packages when applicable.
• Support team operations and assist colleagues as needed during busy periods.

Qualifications:

• Previous hotel or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to work flexible schedules including weekends, holidays, and overnight shifts if needed.
• Proficient in Microsoft Office and hotel management systems preferred.
• Professional appearance and demeanor.
• Ability to multitask and remain calm in high-volume situations.
• Bilingual candidates are encouraged to apply.

Preferred Skills:

• Experience with hotel PMS systems such as Opera or OnQ.
• Luxury or lifestyle hotel experience preferred.
• Knowledge of Forbes or brand service standards is a plus.

Physical Requirements:

• Ability to stand for extended periods of time.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a fast-paced environment.

Why Join Us:

Our team culture encourages professional growth, teamwork, and delivering memorable guest experiences. We are committed to creating an environment where associates feel valued, supported, and empowered to succeed in hospitality.