Guest Service Agent

Position Summary

We are seeking a professional, service-driven, and hospitality-focused Guest Service Agent to join our Front Office team. The ideal candidate will create memorable guest experiences by providing exceptional customer service, efficiently handling guest requests, and maintaining a welcoming, positive atmosphere at all times. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced hotel environment.

• Greet and welcome guests upon arrival with professionalism and warmth.
• Perform guest check-ins and check-outs efficiently using the hotel’s property management system.
• Handle room reservations, modifications, and cancellations accurately.
• Respond promptly to guest inquiries, requests, and concerns while ensuring guest satisfaction.
• Maintain knowledge of hotel services, amenities, local attractions, and transportation options.
• Process payments, verify billing information, and balance cash handling procedures.
• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless guest experiences.
• Answer incoming phone calls and direct inquiries appropriately.
• Resolve guest complaints professionally and elevate concerns when necessary.
• Maintain accurate guest records and documentation.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Assist with upselling room categories, hotel amenities, and special packages when applicable.
• Support team operations and assist colleagues as needed during busy periods.

• Previous hotel or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to work flexible schedules including weekends, holidays, and overnight shifts if needed.
• Proficient in Microsoft Office and hotel management systems preferred.
• Professional appearance and demeanor.
• Ability to multitask and remain calm in high-volume situations.
• Bilingual candidates are encouraged to apply.

• Experience with hotel PMS systems such as Opera or OnQ.
• Luxury or lifestyle hotel experience preferred.
• Knowledge of Forbes or brand service standards is a plus.

• Ability to stand for extended periods of time.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a fast-paced environment.

Our team culture encourages professional growth, teamwork, and delivering memorable guest experiences. We are committed to creating an environment where associates feel valued, supported, and empowered to succeed in hospitality.