Guest Service Agent

About the Role

The Hotel Guest Service Agent plays a pivotal role in ensuring an exceptional guest experience from arrival until departure. This position is responsible for managing front‑desk operations, including check‑in and check‑out procedures, handling reservations, and addressing guest inquiries with professionalism and efficiency. The agent supports billing processes, manages foreign currency transactions accurately, and ensures high guest satisfaction through proactive problem resolution.

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage check‑in and check‑out procedures efficiently using hotel reservation and billing systems.
• Handle guest inquiries, requests, and complaints promptly, ensuring effective problem resolution.
• Process payments, including handling foreign currency transactions accurately and securely.
• Coordinate with housekeeping and room service teams to fulfill guest needs and maintain room readiness.
• Maintain accurate records of guest information and reservations using phone and computer systems.
• Assist guests with special requests and provide information about hotel services and local attractions.
• Lift and bend as necessary to manage luggage and assist guests with their belongings.

• Previous experience in a customer service role, preferably but not required in the hospitality industry.
• Basic math skills for billing and handling foreign currency.
• Ability to communicate clearly and professionally in English.

• Experience working in a hotel or similar hospitality environment.
• Multilingual abilities to assist a diverse guest population.
• Familiarity with additional phone systems and advanced billing software.
• Physical ability to lift and bend as required for luggage handling.

The required skills for this role include front‑desk management, hotel reservations, billing, and customer service. Problem‑resolution skills are critical for addressing guest concerns promptly and maintaining satisfaction. Proficiency with phone systems and handling foreign currency enables effective communication and accurate financial transactions. Physical ability to lift and bend supports the tasks of assisting guests with luggage and coordinating with housekeeping. Preferred skills such as multilingual communication and advanced software knowledge enhance service to a diverse clientele and streamline operational efficiency.