Job Description

The Guest Service Agent is the welcoming face of the hotel—ensuring reliable, detail-oriented, and positive customer experiences. Responsible for front desk operations including check-in/out, guest inquiries, payments, and issue resolution—always striving for the highest levels of guest satisfaction.

• Greet and check guests in/out efficiently, accurately, and courteously.
• Handle all payment types (cash, credit cards, checks, traveler’s checks) and balance transactions/accounts.
• Issue and track hotel room keys while maintaining guest privacy and security protocols.
• Maintain records of room registrations, reservations, billing, guest requests, and maintenance issues.
• Answer phone calls and respond to emails regarding reservations and general inquiries.
• Assist guests proactively—providing information about hotel services, local attractions, and special requests.
• Resolve escalated customer issues in a calm and professional manner.
• Promote hotel amenities, packages, and loyalty programs whenever appropriate.
• Collaborate with housekeeping and maintenance to ensure timely room readiness.
• Enforce safety/security procedures for guests and staff.
• Perform additional duties as needed, such as assisting with laundry.

Qualifications & Skills:

• Reliable, detail-oriented, with a positive attitude.
• Strong interpersonal and communication skills—able to handle high-pressure front desk situations.
• Demonstrated ability to multi-task and maintain composure in a fast-paced environment.
• Customer-service focus with problem-solving and de-escalation skills.
• Tech-savvy—familiarity with PMS systems or point-of-sale platforms is a plus.
• Flexibility for weekend, evening, and holiday shifts.
• High school diploma or equivalent; hospitality experience preferred.

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