The Guest Service Agent is the frontline representative of the hospitality establishment, responsible for ensuring an exceptional guest experience from arrival to departure. This role handles guest check-ins/check-outs, inquiries, complaints, and provides personalized service to enhance guest satisfaction.
Key Responsibilities:
Welcome guests warmly and professionally
Manage guest check-in and check-out procedures efficiently
Handle reservations, cancellations, and room assignments
Respond promptly and effectively to guest inquiries and requests
Address and resolve guest complaints or issues to ensure satisfaction
Provide information about hotel services, amenities, and local attractions
Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs
Maintain accurate guest records and billing information
Promote hotel services and upsell when appropriate
Ensure compliance with company policies and standards
Qualifications & Experience:
High school diploma or equivalent; hospitality diploma is a plus
Prior experience in guest service or front desk roles preferred
Familiarity with property management systems (PMS) and reservation software
Good command of spoken and written English