Guest Service Agent

POSITION SUMMARY

As a Guest Service Agent, you will be responsible for providing warm, personalized, and professional service to guests throughout their stay. You will respond to guest requests and inquiries, provide information about the hotel and local area, and coordinate with other departments to ensure a smooth and memorable guest experience.

Key Responsibilities

Guest Service

• Welcome and assist guests in a warm, friendly, and professional manner.
• Respond to guest questions, requests, and concerns promptly and courteously.
• Follow up with guests to ensure their requests have been addressed.
• Provide information about hotel facilities, services, local attractions, and transportation.
• Assist guests with transportation arrangements and other requests when needed.
• Handle guest messages and telephone calls accurately and professionally.
• Support guests with special requests and arrangements during their stay.

Communication & Coordination

• Communicate clearly and professionally with guests, colleagues, and other departments.
• Coordinate with Housekeeping, Engineering, F&B, Front Office, and other departments to fulfill guest requests.
• Follow up on guest requests and ensure timely resolution.
• Share important guest information with relevant departments while maintaining confidentiality.

Guest Experience

• Anticipate guest needs and provide personalized service whenever possible.
• Handle guest concerns and complaints professionally and escalate them to the appropriate manager when necessary.
• Create a welcoming and positive experience for every guest.
• Maintain a high level of service in accordance with hotel and brand standards.

Safety, Security & Standards

• Follow all company and department safety, security, and operational policies and procedures.
• Protect guest privacy and confidential information.
• Report accidents, injuries, unsafe conditions, or security concerns to the appropriate manager or department.
• Maintain a clean and professional appearance in accordance with company standards.
• Comply with quality assurance and brand service standards.
• Perform other reasonable duties as assigned by the supervisor or manager.

PREFERRED QUALIFICATIONS

Education

• High school diploma / G.E.D. equivalent

Related Work Experience

• Related work experience is required.

Same Posting Description for Internal and External Candidates