Guest Service Agent

Guest Service Agent – Pullman, Washington Location: Pullman, Washington Pay Rate: $17.13 per hour Overview The Guest Service Agent is the primary contact for all guests throughout their stay, managing check‑in, check‑out, and providing exceptional guest service. Responsibilities Operate the front desk following standard operating procedures and high-quality guest service standards. Accurately use the reservation, check‑in, and credit card systems while adhering to safety and security procedures. Verify registration (folio) cards for completeness, accuracy, and legibility. Maintain accurate cash sheet and balance the cash drawer. Operate the switchboard, manage calls, and take accurate guest messages noting date and time. Know emergency procedures and respond appropriately. Remain confidential with guest room numbers and use message lights appropriately. Communicate hotel promotions, room rates, and room amenities to guests. Be familiar with the building layout and nearby amenities. Complete daily reports, audits, and correspondences as required. Maintain a clean lobby and front desk area. Set wake‑up calls and prepare room status sheets for housekeeping. Confirm and record reservations accurately. Resolve guest complaints and maintain regular attendance and punctuality. Adhere to dress code and professional appearance standards. Perform other duties as requested by supervisor. Desired Competencies & Work Skills High quality of work: accuracy, thoroughness, and self‑monitoring for quality. Productivity: meet or exceed productivity standards while maintaining efficient volume of work. Customer service skills: respond promptly to requests, solicit feedback, and provide high‑quality service. Initiative: ask for and offer help, involve appropriate people in decision‑making. Accountability: take responsibility for actions, work independently, and follow up on task completion. Education and Experience Requirements • One year college or technical school certificate, or three to six months related experience/training, or an equivalent combination of education and experience. • Ability to read and comprehend simple instructions and write basic correspondence. • Fluent in English and capable of performing basic computer and POS system functions. Work Environment Indoor work environment; exposure to cleaning chemicals; moderate noise levels typical of a hotel. Physical Demands Stand for more than 2/3 of the shift, walk less than 1/3, sit less than 1/3. Lift up to 15 lbs; push/pull up to 10 lbs. Equal Employment Opportunity Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. Reasonable accommodations are available for disabled team members. All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: 2026‑07‑09. Benefits Medical, dental, vision, and 401(k) matching PTO and wellness support Life and disability coverage, savings accounts, tuition aid Travel and lodging perks #J-18808-Ljbffr