Guest Service Agent

Description

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.

Requirements

• Outstanding verbal and written communication skills.

• Exceptional customer service and hospitality mindset.

• Friendly, positive, and professional demeanor.

• Ability to remain calm and composed while handling guest concerns.

• Strong organizational and time management skills.

• Excellent attention to detail.

• Ability to multitask in a fast-paced environment.

• Proficiency with Microsoft Office Suite and reservation management software.

• Familiarity with the local area, restaurants, attractions, and activities.

• Comfortable learning new technology and hotel property management systems.
Qualifications

• High School Diploma or GED required.

• Minimum of one year of customer service, hospitality, hotel, or front desk experience preferred.

• Experience in a hotel, inn, bed and breakfast, or resort environment is a plus.

• Availability to work a flexible schedule, including weekends, evenings, and holidays.

• Reliable transportation to and from work.
Physical Requirements

• Prolonged periods of sitting at a desk while using a computer and telephone.

• Frequent standing and walking throughout the property.

• Ability to occasionally lift and carry up to 25 pounds.

• Ability to bend, reach, and move throughout guest areas as needed.

• Ability to work indoors for extended periods while maintaining a professional appearance.