Front Desk Guest Service Agent

Under general supervision, the Guest Service Agent (GSA) is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. The ideal candidate must have a friendly and welcoming attitude, respond to guest and associate concerns with empathy, and resolve issues in an efficient manner. This is the ideal position for someone who has a passion for guest service, can deliver complete guest satisfaction throughout the stay, and values problem resolution. Must be able to work in a fast paced environment, remain calm under pressure, demonstrate excellent communication skills, resolve problems independently, and is good working with computers.

Responsibilities

• Provide outstanding guest service experiences for guests throughout their stay
• Ensure guests are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared properly

• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests
• Actively listen to and resolve complaints
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel guests

Skills

• Hands-on experience with Hotel Management software (PMS), OnQ a plus

• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Ability to work flexible hours
• Strong sense of responsibility

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person