Guest Service Agent

The Guest Service Agent is the first point of contact for hotel guests and is responsible for providing exceptional service during check-in, stay, and check-out. This role ensures guest satisfaction, resolves issues promptly, and promotes hotel services.

Key Responsibilities:

1. Guest Check-In / Check-Out

   • Welcome guests warmly and courteously.

   • Handle check-in/check-out efficiently using the property management system (PMS).

   • Verify guest information, process payments, and issue room keys.

2. Guest Assistance & Service

   • Respond promptly to guest inquiries, requests, and complaints.

   • Provide information about hotel facilities, services, local attractions, and transportation.

   • Upsell hotel services (rooms, spa, dining packages, etc.) to enhance revenue.

3. Communication & Coordination

   • Coordinate with housekeeping, concierge, and other departments to ensure guest requests are fulfilled.

   • Relay guest feedback and special requests to relevant teams.

4. Administrative Duties

   • Maintain accurate guest records in the PMS.

   • Prepare billing statements and manage cash handling and transactions.

   • Ensure compliance with hotel policies, safety standards, and confidentiality guidelines.

5. Customer Experience & Professionalism

   • Maintain a professional appearance and demeanor at all times.

   • Ensure guest satisfaction by anticipating needs and exceeding expectations.