Front Dest Guest Service Agent

Job Summary

At Mac Arthur Place Hotel & Spa, hospitality is more than a service, it’s how we make people feel. We’re looking for a friendly, dependable, and service-oriented Front Desk Guest Service Agent who enjoys creating meaningful connections and providing a welcoming presence for our visitors.

As the first and last point of contact, this role helps shape each stay by providing thoughtful and professional support from arrival through departure. The Front Desk Guest Service Agent assists with check-ins, check-outs, reservations, questions, and requests while creating a smooth and personalized experience.

Working closely with housekeeping, maintenance, food and beverage, and other hotel teams, this position supports daily operations while building positive relationships with those we serve. Success in this role comes from genuine engagement, effective communication, attention to detail, and a desire to make every interaction feel personal and valued.

If you are passionate about hospitality, teamwork, and making a positive impact, we invite you to explore this opportunity with Mac Arthur Place.

The Front Desk Guest Service Agent helps create a lasting first and final impression by providing attentive, personalized service and anticipating guest needs.

• Welcome guests with warmth, professionalism, and genuine hospitality throughout their stay.
• Assist with check-in and check-out while creating a smooth and welcoming arrival and departure experience.
• Listen thoughtfully and respond to guest questions, requests, and concerns with care and professionalism, escalating matters when appropriate.
• Share information about hotel amenities, dining options, spa services, local attractions, and experiences.
• Partner with housekeeping, maintenance, food and beverage, and other departments to support guest needs.
• Maintain a clean, organized, and inviting front desk and lobby environment.
• Create positive guest interactions through attentiveness, communication, and a sincere desire to help.

Accurate and thoughtful reservation support helps create a seamless experience for guests from the moment they begin planning their stay.

• Assist with reservation inquiries received by phone, email, online booking channels, and in person.
• Partner with third-party booking agents regarding hotel reservations, including guest inquiries, modifications, cancellations, and special requests, while providing timely and professional communication.
• Review, update, and maintain accurate reservation details and guest profiles in accordance with hotel policies.
• Monitor room availability and applicable rates while following established reservation and revenue procedures.
• Process reservation changes, cancellations, and no-shows according to hotel guidelines.
• Communicate reservation details, guest preferences, and special requests with appropriate departments to support a personalized stay.

The Front Desk Guest Service Agent handles guest accounts with accuracy, care, and confidentiality.

• Process guest payments, deposits, refunds, and incidental charges accurately and securely.
• Prepare invoices, receipts, and guest folios while assisting with billing questions and resolving discrepancies when appropriate.
• Balance and reconcile front desk transactions at the end of each shift following hotel procedures.
• Handle cash, credit card, and other payment methods in accordance with company policies.

Exceptional guest experiences are supported by strong teamwork, communication, and attention to detail.

• Follow company policies and procedures related to safety, security, confidentiality, grooming and appearance, time and attendance, meal and rest breaks, and professional conduct.
• Maintain accurate guest records, incident reports, and special request documentation.
• Communicate effectively with team members and departments to support daily hotel operations.
• Protect confidential guest and company information.
• Support the hotel’s service standards and contribute to a positive, respectful, and collaborative workplace.

We’re seeking individuals who…