Full job description

Position Summary

The Guest Service Agent is the first point of contact for our guests and plays a key role in creating a welcoming and exceptional experience. This position is responsible for providing outstanding customer service, handling check-ins and check-outs, managing guest inquiries, and supporting daily front desk operations in alignment with brand standards.

Key Responsibilities

• Greet and assist guests with a warm, professional, and friendly demeanor.
• Perform accurate check-in, check-out, and reservation processes using the property management systems Choice or Marriott.
• Manage phone lines, respond to guest inquiries, and provide clear information about hotel amenities, local attractions, and services.
• Handle guest concerns promptly, professionally, and in accordance with hotel guidelines to ensure satisfaction and resolution.
• Process payments, verify identification, manage room assignments, and follow all cash-handling procedures.
• Maintain knowledge of room types, rates, packages, and promotions.
• Communicate effectively with housekeeping, maintenance, and management to address guest needs or operational issues.
• Ensure the lobby, front desk, and surrounding areas remain clean, organized, and welcoming.
• Adhere to all safety, security, and brand standards.
• Assist with administrative tasks such as daily reports, filing, or inventory control as needed.

Qualifications

• Previous customer service or hospitality experience preferred; hotel front desk experience is a plus.
• Strong communication and interpersonal skills with a guest-focused mindset.
• Ability to multitask in a fast-paced environment while maintaining professionalism.
• Basic computer skills; experience with hotel PMS systems preferred.
• Ability to work a flexible schedule including nights, weekends, and holidays.
• Reliable, punctual, and able to work independently as well as part of a team.