Guest Service Agent

Job Summary

The Guest Service Agent provides welcoming, efficient service to guests and supports a smooth experience throughout their visit. This role responds to questions and requests, assists with check-in and check-out, and coordinates with team members to address guest needs.

Responsibilities

• Welcome guests and provide courteous, professional service.
• Support check-in, check-out, reservations, and payment processes.
• Respond to guest questions and requests in person, by phone, and through other communication channels.
• Share accurate information about services, amenities, policies, and local resources.
• Record guest details and service requests accurately while protecting confidential information.
• Coordinate with relevant teams to resolve concerns and follow up on outstanding requests.
• Handle feedback and complaints with patience, discretion, and a focus on resolution.
• Maintain an organized and welcoming front desk or service area.
• Follow workplace procedures for safety, security, privacy, and payment handling.

Qualifications

• Strong communication and customer service skills.
• Ability to remain professional and organized while managing multiple requests.
• Sound judgment and a solutions-oriented approach to guest concerns.
• Comfort using computers and learning booking, payment, or customer-management systems.
• Attention to detail when handling information and transactions.
• Availability to work shifts, including evenings, weekends, or holidays, as required by the operation.

Preferred Qualifications

• Previous experience in hospitality, customer service, or a guest-facing role.
• Experience with reservation or property-management systems.
• Additional language skills.