Guest Service Agent

The Guest Services Agent is the welcoming face of our bed and breakfast and plays a vital role in creating memorable guest experiences. As the first point of contact for guests, this position provides exceptional hospitality from reservation through departure. The Guest Services Agent is responsible for greeting guests, managing reservations and check-ins, responding to guest requests, coordinating with housekeeping and maintenance, and ensuring every guest enjoys a comfortable and personalized stay. · Welcome guests with a warm, friendly, and professional demeanor while delivering exceptional customer service. · Manage guest check-in and check-out processes efficiently and accurately. · Answer incoming phone calls, emails, and reservation inquiries promptly and professionally. · Create, modify, and maintain guest reservations using the property's reservation management system. · Assist guests with questions regarding accommodations, amenities, local attractions, dining, and area activities. · Coordinate guest requests with housekeeping, maintenance, and other team members to ensure timely resolution. · Respond to guest concerns or service recovery situations with empathy, professionalism, and a solutions-focused approach. · Monitor guest satisfaction throughout each stay and proactively address needs to enhance the guest experience. · Maintain accurate guest records, reservation notes, and communication within company systems. · Assist with breakfast service preparation, guest seating, and hospitality support as needed. · Ensure the lobby, guest reception area, and common spaces remain clean, organized, and welcoming. · Maintain working knowledge of property amenities, policies, room types, packages, and local events. · Collaborate with housekeeping and maintenance teams to ensure guest rooms are prepared and issues are resolved promptly. · Perform additional duties assigned by management to support daily operations.