Guest Service Representative

Job Description

Job Description

Job Overview
We are seeking a friendly and professional Guest Service Agent to join our hospitality team . The ideal candidate will be responsible for providing exceptional guest experiences, managing front desk operations, and ensuring guest satisfaction at our hotel. This role requires excellent communication skills, a strong understanding of hospitality management, and the ability to handle guest inquiries with courtesy and efficiency.

Duties

• Greet guests upon arrival and assist with check-in/check-out procedures
• Manage reservations, cancellations, and modifications.
• Provide information about hotel amenities, local attractions, and services to guests
• Handle guest inquiries, complaints, and requests promptly and professionally
• Maintain accurate records of guest information and billing details
• Coordinate with housekeeping and maintenance teams to ensure guest rooms meet quality standards
• Assist with night audit procedures when necessary
• Uphold phone etiquette standards and ensure excellent customer service at all times
• Support guest relations efforts to foster positive experiences throughout their stay

Requirements

• Previous experience in hotel front desk operations preferred
• Strong customer service skills with a focus on guest satisfaction
• Multilingual or bilingual abilities are highly desirable to serve diverse clientele
• Knowledge of PMS system is beneficial
• Excellent communication skills, including phone etiquette and interpersonal skills
• Ability to handle multiple tasks efficiently in a fast-paced environment
• Hospitality or resort experience is a plus
• Flexibility to work various shifts, including weekends