Guest Service Agent - Front Desk Associate

The Hotel Guest Service Agent/Front Desk Associate is responsible for providing exceptional customer service by greeting guests, managing the check-in and check-out process, handling reservations, and ensuring a pleasant and memorable guest experience. This role serves as the first point of contact for guests and represents the hotel’s commitment to outstanding hospitality., * Welcome guests in a friendly, professional, and courteous manner.

• Process guest check-ins and check-outs accurately and efficiently.
• Answer phone calls, emails, and guest inquiries regarding reservations, hotel services, and local attractions.
• Make, modify, and cancel reservations using the hotel’s property management system (PMS).
• Handle guest requests, concerns, and complaints promptly to ensure guest satisfaction.
• Process payments, issue receipts, and maintain accurate cash and credit card transactions.
• Coordinate with housekeeping and maintenance departments to ensure room readiness and resolve guest issues.
• Maintain accurate guest records and update reservation information.
• Provide information about hotel amenities, services, and nearby attractions.
• Ensure the front desk and lobby remain clean, organized, and welcoming.
• Follow hotel policies, safety procedures, and security standards.
• Assist with administrative tasks and reports as assigned.
• Promote hotel services, upgrades, and loyalty programs when appropriate.

• High school diploma or equivalent required.
• Previous experience in hospitality, customer service, or front desk operations preferred.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Basic computer proficiency and experience with hotel reservation or property management systems is a plus.
• Strong attention to detail and problem-solving skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays., * Exceptional customer service
• Professional communication
• Cash handling and payment processing
• Reservation management
• Conflict resolution
• Time management
• Organizational skills
• Team collaboration
• Attention to detail
• Microsoft Office and hotel PMS software (such as Opera)

Physical Requirements

• Stand and walk for extended periods.
• Occasionally lift up to 25 pounds.
• Perform repetitive tasks such as typing and answering phones.

This position is ideal for individuals who enjoy interacting with people, providing outstanding hospitality, and creating positive experiences for every guest.