As a Guest Service Agent, you will be the first point of contact for guests, providing outstanding service that enhances their experience at our property. You will ensure guests feel welcome, manage check-ins and check-outs, and address any inquiries or concerns with professionalism and a friendly attitude.
Key Responsibilities:
Guest Interaction:
Greet guests upon arrival with a warm and professional demeanor. Ensure a smooth check-in and check-out process while addressing any guest needs promptly.
Reservations Management:
Assist guests with booking, modifying, or canceling reservations. Communicate with guests about room availability, rates, and promotions.
Concierge Services:
Provide guests with information about local attractions, restaurants, transportation options, and hotel amenities.
Guest Inquiries and Complaints:
Handle guest inquiries, concerns, and complaints effectively. Ensure that any issues are resolved in a timely and courteous manner.
Billing and Payments:
Process payments, issue invoices, and provide guests with a detailed explanation of charges. Ensure accuracy in billing.
Collaboration:
Work closely with housekeeping and maintenance to ensure that guest rooms and public areas are ready and maintained to the highest standards.
Safety and Security:
Monitor hotel security, ensuring that guest and staff safety is maintained. Follow all safety and security procedures for the property.
Qualifications and Skills:
Education: High school diploma or equivalent required; hospitality-related certification or training is a plus.
Experience: Previous experience in a customer service or hotel front desk role is preferred.
Skills:
Excellent communication skills (both verbal and written).
Strong interpersonal and problem-solving abilities.
Ability to multitask in a fast-paced environment.
Proficiency in hotel management software (e.g., Opera, Fidelio) is a plus.
Basic knowledge of accounting and financial transactions.
Personal Qualities:
A positive, friendly, and professional attitude.
Detail-oriented with a high level of accuracy.
Ability to work well in a team and independently.
Flexible to work weekends, holidays, and varying shifts.
Working Conditions:
Full-time position, with flexible hours including evenings, weekends, and holidays.
Occasional lifting and carrying up to 25 lbs (e.g., luggage, supplies).
What We Offer:
Competitive salary and benefits package.
Opportunities for professional development and career advancement.
A dynamic and supportive work environment.