Guest Services Agent

Job Description

Job Description

Description:

JOIN OUR TEAM

Join our team! Windsor Hospitality thrives in building hospitality careers. We want to design a path of professional growth and give you the keys to that success. We are recognized as a strong partner with warm-hearted hospitality staff nationwide. Windsor Hospitality is looking for their newest Guest Service Agent!

ABOUT THIS LOCATION

This position is located at the Embassy Suites by Hilton Convention Center in Las Vegas, NV . We are right in the middle of the action! Our hotel is perfectly situated next to the Las Vegas Convention Center and just three miles from Harry Reid International Airport. With the monorail just steps away and world-class entertainment, dining, and shopping minutes from our door, you’ll be working in the heart of all that Las Vegas has to offer. 

WHAT WE OFFER

Join a team that invests in you! We’re proud to offer a comprehensive and competitive benefits package to support the well-being and growth of all our eligible employees:

• Medical, Dental, Vision, Life & Disability Insurance — Quality healthcare plans for eligible employees to stay healthy and protected.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) — Pre-tax savings for healthcare and dependent care expenses.
• 401(k) & Roth 401(k) Plans — Plan for your future with employer-supported retirement options.
• Employee Assistance Program (EAP) — Confidential support services for personal and professional well-being.
• Career Growth Opportunities — We promote from within and invest in your long-term success.
• Paid Time Off (PTO) — Take the time to relax, recharge, and enjoy life outside of work.
• Paid Sick Leave — Supportive sick time policy so you can care for your health when you need it.
• Exclusive Employee Hotel Discounts — Special rates across our brand portfolio for you, your family, and friends.
• Complimentary On-Shift Meals (participating hotels) — Enjoy a free meal provided during each scheduled shift.
• Recognition & Rewards Program — Associates are acknowledged through performance awards, milestone celebrations, and incentive programs.

WHY DO WE NEED YOU?

You’re the first person our guests meet when they arrive and one of the last they see when they leave. As a Guest Service Agent, you’ll handle check-ins and check-outs, answer questions, resolve concerns, process payments, and be the friendly, knowledgeable face guests count on throughout their stay. You’ll work closely with Housekeeping, Bell, and other departments to make sure every guest experience goes smoothly. If you love people, stay calm under pressure, and take pride in exceptional service, we’d love to have you at the front desk.

WHAT YOU WILL DO

• Greet all arriving guests with a warm, welcoming attitude and provide outstanding customer service throughout their interaction at the Front Desk.
• Issue room keys and provide escort instructions to the Bell Person or directly to the guest as appropriate.
• Date-stamp, sort, and rack incoming mail and messages.
• Check guests in and out efficiently, ensuring accurate information is collected, recorded, and processed in the property management system.
• Transmit and receive messages using hotel communication equipment including telephone, fax, and switchboard.
• Receive and process advance registration payments as needed.
• Provide guests with knowledgeable information about hotel facilities, services, and local attractions.
• Handle guest inquiries, requests, and complaints promptly and professionally; resolve issues to ensure guest satisfaction.

SKILLS & ABILITIES YOU BRING

• Clear verbal communication and active listening skills; able to speak professionally and listen carefully to guest needs.
• Ability to use personal judgment and specialized hotel knowledge to provide accurate information and resolve guest situations.
• Fine motor dexterity; ability to operate a computer keyboard, switchboard, and PMS system accurately throughout the shift.
• Strong interpersonal skills; ability to deal with guests, co-workers, and officials of all backgrounds with tact and courtesy.
• Flexibility to manage shifting priorities and cope effectively with interruptions during a fast-paced front desk shift.
• High attention to detail; ability to manage room availability records, guest accounts, and financial transactions accurately.

SCHEDULE & HOURS

This position is full time, with schedules that may vary based on business need. Flexibility to work any day of the week, including weekends and holidays, may be required. Specific shift details will be discussed during the interview process.

Windsor Hospitality is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status, or any other basis protected under federal, state, or local laws.