Guest Service Agent

Guest Service AgentWe are seeking a friendly, dependable, and service-focused Guest Service Agent to join our Front Office team. The Guest Service Agent is responsible for creating a welcoming experience for every guest from arrival through departure while providing professional and efficient front desk service. This is for a 3pm-11pm shift. Hotel is located in Arlington, TN. Hotel experience preferred.The ideal candidate is comfortable multitasking, solving problems, communicating with guests, and working as part of a team in a fast-paced hotel environment.Essential Duties & ResponsibilitiesWelcome guests in a friendly and professional manner.Perform guest check-ins and check-outs accurately and efficiently.Assist guests with reservations, room assignments, hotel information, and general questions.Answer incoming telephone calls professionally and direct calls as appropriate.Process guest payments and follow established procedures for credit card authorization and payment.Review guest accounts and folios for accuracy.Respond professionally to guest questions, requests, and concerns.Assist with service recovery and involve management when necessary.Communicate guest requests to Housekeeping, Maintenance, and other departments.Monitor guestroom availability and room status.Follow proper procedures when issuing guest room keys.Maintain guest privacy and confidentiality.Maintain an organized and professional Front Desk area.Document important guest information and communicate relevant details to the next shift.Assist with Marriott Bonvoy enrollment and member recognition as applicable.Promote hotel services and amenities.Follow hotel cash-handling and payment procedures.Complete assigned Front Desk checklists and shift responsibilities.Follow hotel safety, security, emergency, and guest-service procedures.Perform other duties as assigned based on hotel operational needs.QualificationsPrevious hotel or customer-service experience preferred.Excellent customer-service skills.Professional verbal and written communication skills.Basic computer skills and ability to learn hotel systems.Strong attention to detail.Ability to multitask and prioritize responsibilities.Dependable and punctual.Professional appearance and attitude.Strong problem-solving skills.Comfortable handling guest concerns professionally.Ability to work independently and as part of a team.Flexible availability, including weekends and holidays based on business needs.Preferred SkillsPrevious Front Desk or hotel experience.Experience with hotel property-management systems.Experience handling reservations and guest accounts.Knowledge of Marriott guest-service and loyalty standards is a plus.Cash and credit-card handling experience.Physical RequirementsThe Guest Service Agent must be able to:Stand for extended periods during the shift.Walk throughout the Front Desk and hotel areas as needed.Use computers, telephones, printers, and other standard office equipment.Perform the routine physical activities associated with Front Office operations.What We're Looking ForWe are looking for someone who is:Guest Focused: Creates a welcoming and positive experience for every guest.Dependable: Arrives on time, prepared, and ready to support the team.Professional: Maintains a positive attitude, professional appearance, and respectful communication.Detail-Oriented: Handles reservations, payments, guest information, and Front Desk responsibilities accurately.Solution-Focused: Remains calm and works toward appropriate solutions when guest concerns arise.Team-Oriented: Communicates effectively with Front Desk, Housekeeping, Maintenance, and management.Join Our TeamIf you enjoy helping people, thrive in a fast-paced environment, and believe great hospitality begins with a warm and professional welcome, we encourage you to apply for our Guest Service Agent position.