Guest Service Representative

Guest Service AgentPosition Summary

The Guest Service Agent is responsible for providing warm, professional, and efficient service to hotel guests throughout their stay. This position serves as a key point of contact at the front desk, assisting with check-ins and check-outs, reservations, guest requests, payments, and general information while ensuring a positive guest experience.

The ideal candidate is friendly, dependable, detail-oriented, and able to remain calm and professional in a fast-paced hospitality environment.

Essential Duties and Responsibilities

• Welcome guests with a friendly, professional, and hospitable attitude.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Verify guest identification, reservation details, payment information, and room assignments.
• Provide information about hotel facilities, services, amenities, local attractions, transportation, and dining options.
• Respond promptly and professionally to guest questions, requests, and concerns.
• Handle guest complaints and service issues with empathy and appropriate follow-up.
• Process room charges, payments, deposits, refunds, and other financial transactions accurately.
• Answer telephone calls, emails, and other guest inquiries.
• Assist with reservations, cancellations, modifications, and room availability as needed.
• Maintain accurate guest records and update information in the hotel's property management system.
• Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and other departments to address guest needs.
• Monitor room status and report discrepancies or maintenance concerns to the appropriate department.
• Maintain a clean, organized, and professional front desk and lobby area.
• Follow hotel policies, procedures, safety standards, and security requirements.
• Protect guest privacy and confidential information at all times.
• Promote hotel services, amenities, loyalty programs, and other appropriate offerings.
• Complete shift reports, cash handling procedures, and other required documentation.
• Perform other duties as assigned by management.

Qualifications

• High school diploma or equivalent preferred.
• Previous hotel, hospitality, customer service, or front-desk experience preferred.
• Excellent verbal and written communication skills.
• Strong customer-service and problem-solving skills.
• Ability to work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Basic computer skills and the ability to learn hotel property-management systems.
• Ability to handle cash and credit-card transactions accurately.
• Professional appearance and positive attitude.
• Ability to work independently as well as part of a team.

Work Schedule

• Must be available to work flexible shifts, including mornings, evenings, weekends, and holidays.
• May be required to work overnight or early-morning shifts depending on hotel operations.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift, carry, or move items weighing up to approximately 25 pounds.
• Ability to use a computer, telephone, and other front-office equipment.
• Ability to respond quickly to guest and operational needs.

Key Competencies

• Guest-focused mindset
• Professionalism
• Communication
• Problem solving
• Attention to detail
• Teamwork
• Reliability
• Conflict resolution
• Time management
• Positive attitude

Success in This Role

Success as a Guest Service Agent means consistently delivering courteous and efficient service, accurately completing front-desk responsibilities, resolving guest concerns effectively, and contributing to a welcoming experience that encourages guests to return.

Pay: $17.50 - $19.00 per hour

Expected hours: 16.0 – 32.0 per week

Benefits:

• Employee discount

Work Location: In person