Guest Service Agent

Job summary

The Guest Service Agent is responsible for managing the guest experience from check-in to check-out, including room assignments and payment processing. They must also coordinate effectively with housekeeping and maintenance departments to ensure accurate room status tracking and a welcoming environment.

Job details

THE ROLE: The Guest Service Representative position is generally responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date. ACTIVITIES: The duties and responsibilities for the Guest Service Representative include, but are not limited to the following: * Create a welcoming environment for our guests. * Register guests and assign rooms, accommodating special requests whenever possible. * Complete pre-registration and blocking of rooms for reservations/guest arrival. * Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures. * Understand room status and room status tracking. * Know room locations, types of rooms available, and room rates. * Use suggestive selling techniques to sell rooms and to promote other services of the hotel. * Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms. * Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures. * Process guest check-outs. * Post and file all charges to guest, master, and city ledger accounts. * Work closely with all hotel departments to improve service delivery and efficiency. * Use proper telephone etiquette. * Coordinate guestroom maintenance work with the engineering and maintenance division. * Report any unusual occurrences or requests to the manager or supervisor. * Know all safety and emergency procedures, is aware of accident prevention policies. * Ensure the work environment is tidy and well organized at all times (lobby). * Adhere to all health and safety guidelines and standards. COMPETENCIES WE ARE SEEKING: * Excellent communication skills in English * Must be able to speak, read, write, and understand the primary language(s) used in the workplace * Excellent organizational, interpersonal and administration skills * Proficient or familiar with computerized systems * Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations * Present a high degree of professional work ethic and image * High school graduate or equivalent * Availability to work day, evening and night shifts any day of the week including weekends and holidays Pay range for our various positions takes into account multiple factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; education and certifications, work location and other business and organizational needs. InnVest Hotels is an inclusive employer. People with disabilities are encouraged to apply, and accommodations are available upon request throughout the hiring process. InnVest is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. However, only applicants selected for an interview will be contacted.

What you’ll do

The Guest Service Agent is responsible for managing the guest experience from check-in to check-out, including room assignments and payment processing. They must also coordinate effectively with housekeeping and maintenance departments to ensure accurate room status tracking and a welcoming environment.

Requirements

Candidates must possess excellent communication and interpersonal skills, along with proficiency in computerized systems. A high school diploma or equivalent is required, and the ability to work flexible shifts including weekends and holidays is essential.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• safety procedures · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• Cash handling · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Cash handling
• Reservation management
• Conflict resolution
• Organizational skills
• Interpersonal skills
• Administrative skills
• Computerized systems
• Suggestive selling
• Telephone etiquette
• Safety procedures
• Attention to detail
• Time management
• City Ledgers
• Cash Handling
• Accident Prevention
• Check Cashing
• Strong Work Ethic
• Housekeeping
• Customer Service
• Communication
• Emergency Procedures
• English Language
• Selling Techniques
• Telephone Skills
• Service Delivery Improvement
• Reservations

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks