Guest services agent Job Description
Guest services agent Job Description Template
Guest Services Agents serve as the first point of contact for hotel guests, ensuring a seamless check-in/out process while addressing inquiries and resolving issues. Key tasks include managing reservations, coordinating services, and maintaining guest satisfaction.
Responsibilities:
- Welcome guests in a friendly and professional manner
- Assist guests with check-in and check-out procedures
- Answer guest inquiries about hotel facilities, services, and local attractions
- Handle guest complaints or concerns and provide appropriate solutions
- Maintain accurate records of room availability and guest accounts
- Process payments and maintain cash handling procedures
- Coordinate with housekeeping and maintenance staff to ensure guest satisfaction
- Follow all hotel policies and procedures to ensure safety and security of guests and employees
Requirements:
- Excellent communication and interpersonal skills to greet guests and provide assistance
- Ability to stand for extended periods of time and lift up to 50 pounds
- Proficiency in using computer systems and software programs
- Flexibility to work varying shifts, including weekends and holidays
- Previous experience in customer service or hospitality industry preferred
- Strong attention to detail to ensure accuracy in reservation and billing processes
- Ability to remain calm and professional in high-pressure situations
- Familiarity with local attractions and events to provide recommendations to guests
