Guest Service Agent

AZURA is seeking a friendly, professional, and service-driven Guest Service Agent to join our Front Office team. As a Guest Service Agent, you will play an important role in creating a welcoming and memorable experience for our guests and owners. From arrival through departure, you’ll assist with check-ins and check-outs, guest requests, concierge services, reservations, and general Front Desk operations while delivering the warm, attentive service AZURA is known for.

• Welcome guests and provide a warm, professional arrival and departure experience
• Process guest check-ins and check-outs accurately and efficiently
• Assist guests with requests, questions, recommendations, and concierge services
• Maintain a strong knowledge of AZURA’s rooms, amenities, services, dining, promotions, and daily activities
• Anticipate guest needs and respond promptly to requests
• Handle guest concerns professionally and work to resolve issues to ensure satisfaction
• Process payments, charges, adjustments, and cashiering procedures accurately
• Answer telephone and email inquiries using appropriate service standards
• Assist with room assignments, room changes, late check-outs, messages, and special requests
• Coordinate with Housekeeping, Maintenance, Food & Beverage, Reservations, and other departments to ensure a seamless guest experience
• Communicate VIP, repeat guest, and special arrival information to the appropriate teams
• Maintain accurate guest information and records within the property management system
• Assist with reservations, restaurant inquiries, guest room tours, and other Front Office duties as needed
• Complete shift reports, cashier balancing, and Night Audit responsibilities when assigned
• Maintain the cleanliness, organization, and professional presentation of Front Desk and guest-facing areas

• High school diploma or equivalent
• Excellent verbal and written communication skills in English
• Strong customer service and interpersonal skills
• Ability to remain calm, professional, and solution-focused in a fast-paced environment
• Excellent attention to detail and organizational skills
• Ability to prioritize multiple tasks and work both independently and as part of a team
• Comfortable using computers, property management systems, and point-of-sale systems
• Ability to maintain guest confidentiality and handle sensitive information appropriately
• Flexibility to work varying shifts, including weekends and holidays as required

• Previous Front Desk, hotel, or guest service experience
• Hospitality education or training
• Previous cashiering experience
• Guest relations or concierge experience
• Additional language skills
• CPR certification

This position requires regular movement throughout the property and extended periods of standing. Team members may also be required to assist with guest luggage and work across indoor and outdoor areas of the resort.

Azura Bermuda like other establishments in Bermuda has a ‘Drugs and Alcohol Don’t Work Here Policy’ and is an equal opportunity employer.