Guest Services Agent

Job Description

Job Description

Guest Services Agent About Wurzak Hotel Group

Wurzak Hotel Group owns and manages a collection of exceptional hotels, combining professional management with a personal touch. We deliver outstanding guest experiences while supporting a collaborative, growth-focused workplace. Join our team and make an impact where every contribution counts.

Role Summary

As a Guest Services Agent, you are the welcoming face of the hotel and the primary point of contact for our guests. You deliver warm, professional service from check-in through check-out, solve problems efficiently, and create seamless, memorable experiences that keep guests coming back.

What You'll Do

• Greet guests warmly upon arrival, welcome them to the hotel, and assist with checkin procedures
• Process reservations, assign rooms, issue keys/key cards, and handle checkout transactions accurately
• Answer phone calls, respond to guest inquiries about hotel services, facilities, local attractions, and amenities
• Handle guest complaints, special requests, or issues promptly and professionally to achieve positive resolutions
• Process payments, maintain accurate guest accounts, and manage billing information
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs (e.g., room status updates, luggage assistance)
• Provide information on hotel policies, dining options, transportation, and nearby points of interest
• Maintain knowledge of room availability, rates, and promotions to optimize occupancy
• Ensure front desk and lobby areas remain neat, organized, and welcoming at all times
• Follow all security, privacy, and cashhandling procedures to protect guest information and hotel assets
What You Bring
• Previous customer service or hotel front desk experience preferred
• Familiarity with property management systems (e.g., Opera, Hilton, or similar) is a plus
• Strong communication, multitasking, and problemsolving skills
Physical Demands
• Ability to stand or sit at the front desk for extended periods (up to 8 hours)
• Must be able to lift and carry luggage or packages up to 50 lbs. occasionally
• Manual dexterity for operating computers, keyboards, and payment terminals
• Visual acuity and hearing sufficient to interact with guests and use hotel systems effectively
Our Perks
• Culture of Excellence
• Medical, Dental, Vision & Supplemental Insurance
• Paid Time Off
• Hotel Discounts
• 401(k) Company Match
• Career Development Opportunities
• PeertoPeer Recognition
• Quarterly & Annual Awards

Because we are committed to providing an exceptional experience for our guests around the clock, our hotels operate 24/7. To support this, schedules may vary based on business needs, including changes to shift days, start and end times, and total hours worked in a week.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer. We are committed to fostering a welcoming and inclusive workplace where all team members and applicants are treated with respect and dignity. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. We also provide reasonable accommodations to qualified individuals with disabilities to support them throughout the application and employment process.