Guest Services Agent

We are looking for a Guest Service Agent to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Guest Service Agent? Guest Service Agent responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities.

You will make sure to offer stellar customer service and provide a memorable hospitality experience for our guests. If you have previous hospitality experience and are familiar with hotel procedures, check-in/check-out processes, we’d like to meet you. Our ideal candidates should have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage Guest Services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures.
• Appraise team’s performance and produce regular reports
• Liaison with Housekeepers and Wait Staff to provide an overall comfortable guest experience.
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish a friendly but professional relationships with regular hotel clients

Skills

• Proven work experience as a Guest Service Agent or similar role
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation

Job Type: Full-time

Salary: $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule: Depends on the need but is not limited to:

• Day shift
• Holidays
• Night shift
• Weekend availability

Work Location: In person

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person