Job Summary
We are seeking a friendly, dependable, and service-focused Guest Service Agent to join our Front Office team. The Guest Service Agent is responsible for creating a welcoming experience for every guest from arrival through departure while providing professional and efficient front desk service. This is for a 3pm-11pm Shift.
The ideal candidate is comfortable multitasking, solving problems, communicating with guests, and working as part of a team in a fast-paced hotel environment.
Essential Duties & Responsibilities
- Welcome guests in a friendly and professional manner.
- Perform guest check-ins and check-outs accurately and efficiently.
- Assist guests with reservations, room assignments, hotel information, and general questions.
- Answer incoming telephone calls professionally and direct calls as appropriate.
- Process guest payments and follow established procedures for credit card authorization and payment.
- Review guest accounts and folios for accuracy.
- Respond professionally to guest questions, requests, and concerns.
- Assist with service recovery and involve management when necessary.
- Communicate guest requests to Housekeeping, Maintenance, and other departments.
- Monitor guestroom availability and room status.
- Follow proper procedures when issuing guest room keys.
- Maintain guest privacy and confidentiality.
- Maintain an organized and professional Front Desk area.
- Document important guest information and communicate relevant details to the next shift.
- Assist with Marriott Bonvoy enrollment and member recognition as applicable.
- Promote hotel services and amenities.
- Follow hotel cash-handling and payment procedures.
- Complete assigned Front Desk checklists and shift responsibilities.
- Follow hotel safety, security, emergency, and guest-service procedures.
- Perform other duties as assigned based on hotel operational needs.
Qualifications
- Previous hotel or customer-service experience preferred.
- Excellent customer-service skills.
- Professional verbal and written communication skills.
- Basic computer skills and ability to learn hotel systems.
- Strong attention to detail.
- Ability to multitask and prioritize responsibilities.
- Dependable and punctual.
- Professional appearance and attitude.
- Strong problem-solving skills.
- Comfortable handling guest concerns professionally.
- Ability to work independently and as part of a team.
- Flexible availability, including weekends and holidays based on business needs.
Preferred Skills
- Previous Front Desk or hotel experience.
- Experience with hotel property-management systems.
- Experience handling reservations and guest accounts.
- Knowledge of Marriott guest-service and loyalty standards is a plus.
- Cash and credit-card handling experience.
Physical Requirements
The Guest Service Agent must be able to:
- Stand for extended periods during the shift.
- Walk throughout the Front Desk and hotel areas as needed.
- Use computers, telephones, printers, and other standard office equipment.
- Perform the routine physical activities associated with Front Office operations.
What We're Looking For
We are looking for someone who is:
Guest Focused: Creates a welcoming and positive experience for every guest.
Dependable: Arrives on time, prepared, and ready to support the team.
Professional: Maintains a positive attitude, professional appearance, and respectful communication.
Detail-Oriented: Handles reservations, payments, guest information, and Front Desk responsibilities accurately.
Solution-Focused: Remains calm and works toward appropriate solutions when guest concerns arise.
Team-Oriented: Communicates effectively with Front Desk, Housekeeping, Maintenance, and management.
Join Our Team
If you enjoy helping people, thrive in a fast-paced environment, and believe great hospitality begins with a warm and professional welcome, we encourage you to apply for our Guest Service Agent position.