Guest Services Agent

Job Description

Job Description

Job Title: Guest Service Agent
Department: Front Office / Guest Services-Reports To: Guest Service Manager / Hotel Manager
Pay Rate: $20.00 / HR
Full-Time:

Job Summary
The Guest Services Associate is responsible for delivering exceptional hospitality and ensuring a seamless guest experience from arrival through departure. This role serves as a primary point of contact for guests, assisting with check-in and check-out procedures, responding to guest inquiries, coordinating requests with other departments, and ensuring the highest level of personalized service.________________________________________
Key Responsibilities
Guest Experience
• Welcome and greet guests warmly upon arrival and provide a professional first impression of the property.
• Assist guests with check-in and check-out procedures.
• Provide information about hotel amenities, dining, activities, and local attractions in the Hudson Valley.
• Anticipate guest needs and provide personalized service throughout their stay.
Front Desk Operations
• Answer incoming phone calls and respond to guest inquiries in a professional and timely manner.
• Manage reservations, room assignments, and guest information using the property management system.
• Process payments, billing inquiries, and daily financial transactions.
• Maintain accurate records of guest reservations and payments.
Communication & Coordination
• Communicate with housekeeping, maintenance, food and beverage, and management to fulfill guest requests.
• Coordinate special guest services such as transportation, dining reservations, spa appointments, or local recommendations.
• Ensure accurate communication during shift changes through logs or reports.
Problem Resolution
• Address guest concerns and complaints promptly and professionally.
• Escalate complex issues to the Front Office Manager or Manager on Duty when necessary.
• Follow service recovery procedures to maintain guest satisfaction.
Property Presentation
• Maintain a clean, organized, and welcoming front desk and lobby environment.
• Ensure guest service areas reflect the standards of a luxury hospitality property.

Qualifications & Skills
Education
• High school diploma or equivalent required.
• Hospitality or tourism education preferred.
Experience
• 1–2 years of experience in hospitality, customer service, or guest-facing roles preferred.
• Previous hotel front desk experience is a plus.
Skills
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to multitask in a fast-paced hospitality environment
• Basic computer and reservation system knowledge
• Professional appearance and demeanor

Work Conditions
• Ability to work flexible schedules, including shifts from 7:00 AM to 3:00 PM and 3:00 PM to 11:00 PM, based on operational needs.
• Weekend and holiday availability is required.
• Ability to stand for extended periods and occasionally lift light items (10–20 lbs).

Key Competencies
• Customer-focused mindset
• Attention to detail
• Professional appearance and demeanor
• Conflict resolution
• Time management