Job Description

Overview

We are seeking a friendly and professional Guest Service Agent to join our hospitality team. This role is essential in providing exceptional guest experiences and ensuring smooth front desk operations. The ideal candidate will possess strong communication skills, a welcoming demeanor, and a passion for delivering outstanding customer service. Multilingual or bilingual abilities are highly valued to assist our diverse guest base. Previous hotel or hospitality experience is preferred but not required, as training will be provided. This position offers an excellent opportunity to develop your hospitality skills in a dynamic environment.

Responsibilities

Manage all aspects of front office operations for assigned shift. Schedule employees to ensure proper coverage. Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution. Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget. Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications. Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include, Food and Beverage, Housekeeping, and Maintenance. Interact with outside contacts: Guests - to ensure their total satisfaction Regulatory agencies - regarding safety and emergency matters Perform other duties as assigned including assisting staff with their job functions during peak periods.

Experience

Previous experience in front desk or customer service roles, preferably within the hotel or hospitality industry Strong communication skills, including proficiency in multiple languages or bilingual capabilities is a plus Familiarity with multi-line phone systems and guest service software is desirable Demonstrated ability to provide excellent customer service in a fast-paced environment Knowledge of hospitality standards and hotel operations is advantageous but not mandatory
This position offers an engaging work environment where your interpersonal skills can shine while helping guests enjoy their stay. We value professionalism, attentiveness, and a positive attitude in all team members.

Job Type: Full-time

Expected hours: No less than 40 per week

Benefits:

Company events Dental care Extended health care
Work Location: In person