Job Summary:
The Guest Services Agent is responsible for providing exceptional service to guests during check-in and check-out processes, ensuring a seamless experience from arrival to departure. This role includes managing reservations, processing payments, and responding to guest inquiries.

Responsibilities:

• Process all guest check-ins by confirming reservations, assigning rooms, and issuing room keys.
• Handle all payment methods, including room charges, cash, checks, debit, and credit.
• Manage guest check-outs, addressing any late or disputed charges.
• Answer and record all guest calls, messages, requests, questions, or concerns promptly and professionally.
• Coordinate with Housekeeping to track room readiness for check-in.
• Communicate parking procedures to guests and dispatch bell or valet staff as needed.
• Provide guests with directions and information about the property and local attractions.
• Run daily reports on arrivals and departures, ensuring all special requests are noted and accurate.
• Complete designated cashier and closing reports in the computer system.
• Cash guests' personal and traveler's checks and ensure accurate cash handling.
• Count the cash bank at the start and end of shifts, balancing and dropping receipts per Accounting specifications.
• Conduct regular follow-ups with guests to ensure satisfaction and resolve any issues during their stay.
• Maintain a tidy and organized front desk area, ensuring all materials and supplies are stocked.
• Participate in ongoing training and development programs to enhance service delivery.

Requirements:

• Education: High school diploma or G.E.D. equivalent.
• Experience: Previous experience in customer service or hospitality is preferred.
• Skills: Strong communication and interpersonal skills, with the ability to manage multiple tasks effectively.
• Physical Requirements: Ability to stand for long periods, lift up to 10 pounds, and perform basic physical tasks.
• Personal Qualities: Detail-oriented, proactive, and capable of maintaining a positive attitude under pressure.
• Supervisory Experience: None required.
• License/Certification: None required, but customer service or hospitality certifications are a plus.
• Technical Skills: Proficiency in computer systems and cash handling processes.