Guest Services Agent

For a guided, step-by-step walkthrough of the Guest Services Agent position, see the Guest Services Agent Manual.

As a Guest Services Agent, you will be the face of our hotel, providing exceptional service to our guests and ensuring a memorable stay. You will handle check-ins and check-outs, address guest inquiries, and provide information about the hotel's services and local attractions.

• Guest Check-In/Check-Out: Efficiently manage guest arrivals and departures, including processing payments and issuing room keys.
• Customer Service: Greet guests with a warm and friendly attitude, addressing their needs and resolving any issues promptly.
• Information Provision: Provide guests with information about hotel services, amenities, and local attractions.
• Reservation Management: Handle reservations, modifications, and cancellations accurately.
• Communication: Liaise with other departments to ensure guest requests are fulfilled, such as housekeeping and maintenance.
• Problem Solving: Address and resolve guest complaints and concerns in a professional and timely manner.
• Billing and Payments: Process payments, issue receipts, and handle cash and credit card transactions securely.
• Record Keeping: Maintain accurate records of guest interactions, transactions, and any special requests or incidents.
• Safety and Security: Ensure the safety and security of guests by following hotel policies and procedures.

Being a Guest Services Agent requires a mix of excellent communication skills, a customer-focused attitude, and the ability to handle various administrative and operational tasks efficiently.

The below SOPs will provide everything you need to know as a GSA: