Guest Service Agent

Description

Duties

• Greet guests warmly upon arrival, providing a friendly and professional first impression.
• Manage front desk operations, including check-ins, check-outs, and reservations with efficiency and accuracy.
• Handle guest inquiries via phone and in person, demonstrating excellent phone etiquette and multi-line phone system skills.
• Assist guests with their needs, requests, and concerns promptly to ensure a high level of guest satisfaction.
• Conduct night audits when scheduled, balancing accounts and preparing reports to ensure smooth overnight operations.
• Maintain detailed records of guest interactions, reservations, and billing information to support seamless service delivery.
• Collaborate with hotel management to coordinate guest services and resolve issues swiftly, fostering positive guest relations.
• Complete other duties as assigned by management.

Requirements

• Proven experience in hospitality management or hotel management roles is preferred.
• Bilingual or multilingual abilities are highly desirable to serve diverse guests effectively.
• Previous hotel experience, especially at the front desk or in guest services, is advantageous.
• Strong customer service skills with a friendly attitude and professional demeanor.
• Knowledge of hotel management systems and multi-line phone systems is essential.
• Ability to handle night audit procedures accurately while maintaining attention to detail.
• Excellent communication skills, including phone etiquette and guest relations expertise

Work Environment and Context

? Work schedule varies and may include working on holidays, weekends and alternate shifts.

? Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.