Guest Service Agent

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.