Guest Service Agent Job Description

Guest Service Agent Job Description Template

Our company is looking for a Guest Service Agent to join our team.

Responsibilities:

  • Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner;
  • Obtain or confirm guest information, assign rooms, activate and distribute keys, etc;
  • Resolve customer complaints and problems calmly and effectively;
  • Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment;
  • Check all unresolved departures;
  • Report all safety concerns to management;
  • Use suggestive selling techniques;
  • May perform similar duties as requested by supervisor Requirements;
  • Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages;
  • Welcome guests and respond to requests in a prompt and professional manner;
  • Complete welcome calls;
  • Ensure efficient completion of daily assignments in a timely manner;
  • Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day;
  • Ensure compliance with energy conservation and job safety requirements;
  • Must be able to work flexible schedule, including weekends and various shifts.

Requirements:

  • Previous hotel experience a plus, but not required;
  • Previous experience in customer service and/or hospitality industry preferred;
  • Excellent customer service skills;
  • Professional phone demeanor;
  • Organized and detail oriented;
  • Must have time management skills;
  • Adheres to resort policies regarding the use of cash banks;
  • Report potential sales contacts to the sales department;
  • Ability to work in stressful situations;
  • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers;
  • Eager and focused to exceed guest expectations;
  • Adaptable to change and be able to handle multiple priorities under pressure;
  • Excellent customer service, communication and computer skills are required;
  • Experience in all aspects of customer service and people management;
  • Ability to sit continuously for the duration of your shift (4-8 hours).