Job Summary:
The Guest Services Agent is responsible for ensuring smooth and efficient check-in and check-out processes while addressing guest inquiries and providing exceptional customer service. This role requires handling guest payments, resolving issues, and collaborating with other departments to ensure a seamless guest experience. The Guest Services Agent serves as the first point of contact for guests and ensures that their stay is pleasant and hassle-free.

Responsibilities:

• Process guest check-ins, confirm reservations, and assign rooms while issuing and activating room keys.
• Set up accurate accounts for guests, handling various payment types such as cash, checks, debit, or credit cards.
• Anticipate and manage sold-out situations by securing alternative accommodations when necessary.
• Coordinate with housekeeping to ensure room readiness for guest check-ins.
• Resolve guest concerns or issues promptly by contacting appropriate departments (e.g., housekeeping, bell services).
• Maintain detailed shift logs, document relevant information, and review daily memos to stay informed of ongoing issues.
• Balance receipts and count the cash bank at the beginning and end of shifts according to accounting standards.
• Provide support with problem payments, expediting the resolution of issues related to credit card processing or other payment methods.
• Assist management with hiring, training, and mentoring employees, while serving as a role model and ensuring adherence to company policies.
• Ensure uniform and personal appearance meet professional standards and maintain confidentiality of guest information.
• Support other team members, answer phones professionally, and perform other reasonable tasks as requested by supervisors.
• Adhere to safety and security policies, report accidents or unsafe work conditions, and complete all required certifications.

Requirements:

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in guest services, front desk, or customer service.
• Strong communication skills with the ability to handle guest interactions professionally and resolve issues efficiently.
• Proficiency in handling cash, debit, and credit transactions.
• Ability to stand, sit, or walk for extended periods and lift up to 10 pounds without assistance.
• Detail-oriented with the ability to manage multiple tasks in a fast-paced environment.
• No supervisory experience required.
• Flexibility to work various shifts, including weekends and holidays.