Hotel Guests Services Agent

MARRIOTT HILTON EXPERIENCE PREFERRED

Job Overview

We are seeking a dynamic and enthusiastic Hotel Guest Services Agent to join our vibrant hospitality team! In this pivotal role, you will be the welcoming face of our hotel, ensuring every guest experiences exceptional service from check-in to check-out. Your energetic approach and attention to detail will create a warm, memorable environment that encourages guest loyalty and satisfaction. Fluency in multiple languages and familiarity with hotel management systems will empower you to handle diverse guest needs efficiently and professionally. This paid position offers an exciting opportunity to develop your hospitality expertise while delivering outstanding guest experiences in a fast-paced, rewarding setting.

Duties

• Greet guests warmly upon arrival, providing a friendly and professional first impression
• Manage guest check-in and check-out processes using property management systems (PMS) such as OPERA or similar platforms
• Handle guest inquiries via multi-line phone systems, offering prompt and courteous assistance
• Provide information about hotel amenities, local attractions, and dining options to enhance guest stay
• Coordinate reservations and modifications through hospitality reservation systems, ensuring accuracy and efficiency
• Address guest concerns or complaints with proactive problem-solving skills, escalating issues when necessary
• Assist with night audit procedures, balancing accounts and preparing reports for management
• Maintain detailed records of guest interactions, requests, and feedback to improve service quality
• Follow hotel emergency procedures diligently to ensure guest safety at all times
• Support guest relations initiatives by offering personalized service tailored to individual preferences

Qualifications

• Proven experience in hospitality management or front desk operations within a hotel or resort environment
• Strong customer service skills with the ability to communicate effectively across diverse audiences; bilingual or multilingual abilities are highly desirable
• Familiarity with property management systems (PMS), especially OPERA or comparable platforms
• Knowledge of hotel emergency procedures and safety protocols
• Excellent phone etiquette and proficiency in handling multi-line phone systems
• Ability to solve customer service problems quickly while maintaining professionalism under pressure
• Previous experience with night audit processes is advantageous
• Demonstrated ability to work flexible hours, including evenings, weekends, and holidays as needed
• Hospitality certification or relevant training in hotel management is a plus

Join us as a Hotel Guests Services Agent and become an essential part of creating memorable moments for our guests! Your energetic attitude combined with your dedication to exceptional service will help foster a welcoming atmosphere that keeps guests coming back. We value your skills in hospitality management, client communication, and problem-solving — all vital ingredients for success in this vibrant role.

Pay: $14.00 - $15.50 per hour

Expected hours: 35.0 – 38.0 per week

Benefits:

• Employee discount
• Health insurance

Work Location: In person