Job Details

Guest Services Agent (Front Desk Agent)

The Guest Services Agent serves as the first point of contact for guests and is responsible for providing exceptional service throughout the guest's stay. This position manages the check-in and check-out process, responds to guest requests, and ensures a positive and memorable experience for all guests while maintaining the standards of the hotel.

Greet guests in a professional, friendly, and welcoming manner upon arrival and departure. Perform guest check-in and check-out procedures efficiently and accurately using the property management system. Verify guest information, process payments, and issue room keys according to hotel procedures. Respond promptly and professionally to guest inquiries, concerns, and special requests. Provide information about hotel services, amenities, local attractions, and dining options. Coordinate with housekeeping, engineering, and other departments to ensure guest needs are met. Handle guest complaints or service issues and escalate concerns to management when necessary. Maintain accurate records, guest accounts, and daily reports. Process reservations, cancellations, and modifications as needed. Promote loyalty programs such as Marriott Bonvoy enrollments and other hotel initiatives. Maintain a clean, organized, and professional front desk area.

Previous customer service or hospitality experience preferred. Strong communication and interpersonal skills. Ability to remain calm and professional in a fast-paced environment. Basic computer skills and ability to learn hotel property management systems. Strong attention to detail and problem-solving skills.

Ability to stand for extended periods of time. Ability to lift or move items up to 2025 pounds occasionally. Ability to work in a fast-paced environment and multitask.

Must have flexible availability, including mornings, evenings, weekends, and holidays.

This job description is not intended to be an exhaustive list of all responsibilities. Duties and responsibilities may change based on operational needs.