Guest Services Agent

Position

Guest Services Agent – Reports to General Manager.

• Handle guest registration, room assignments, provide quotes for room rates, up‑sell the guest, accommodate special requests whenever possible, and collect payment for charges on the guest folio.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Pre‑register, block reservations, take same‑day reservations and, when necessary, future reservations following hotel rate structures, discounts, and sell strategies.
• Manage guest check‑ins/check‑outs in accordance with hotel credit/cash handling policies; verify that the correct charges and credits are posted to the corresponding guest folio.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Resolve guest complaints and assist guests with all inquiries in connection with hotel services, in‑house events, directions, local attractions, check cashing, safety boxes, etc.
• Manage phone activity including providing general knowledge to callers.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Function as a liaison between Front Desk and the Housekeeping Department in coordinating rooms.

Education: High school diploma or equivalent experience.

Experience: Three to twelve months of employment in a related guest relations position with this company or other organizations.

Skills and Abilities: Excellent computer and cash handling skills; ability to stand for extended periods of time; a sociable, outgoing, lively and guest service‑oriented demeanor. Working knowledge is generally learned on‑the‑job. Communicate information and hotel services to management, staff and guests.

• Competitive Salary – Daily Pay
• Team Member Hotel Discount Program
• Uniforms Provided for most positions
• Health, Dental, Vision, Life Insurance and other supplemental options
• Paid PTO
• 401(k) with employer match
• Team Member Awards and Recognition programs throughout the year
• Food and Beverage Discounts
• Tuition Reimbursement