Job Description
As a Guest Services Agent, you are often the first and last point of contact for our guests, setting the tone for a welcoming, seamless, and memorable stay. This role blends service excellence, problem-solving, and attention to detail in a fast-paced hospitality environment. The Guest Services Agent is responsible for delivering a positive and professional guest experience throughout the guest journey, from arrival to departure. This role handles guest registration, check-in and check-out, billing, guest inquiries, and service recovery while maintaining Hilton and Embassy Suites service standards. Guest Services Agents serve as a knowledgeable resource for guests, supporting hotel operations through accurate system use, effective communication, and proactive service. Key Responsibilities. Guest Arrival & Departure. Greet guests promptly with a friendly, sincere, and professional welcome. Complete the guest registration process, including verifying guest information, room rates, room assignments, and coding electronic keys. Provide welcome information, hotel details, and directions to guest rooms, arranging bell assistance when needed. Assist guests with check-out, ensuring room charges and services are accurate and properly posted. System Accuracy & Billing. Process guest transactions using point-of-sale and property management systems in a cashless environment. Ensure accuracy in reservations, billing, credit authorizations, and guest accounts. Input, retrieve, and update guest profiles, messages, and special requests. Guest Service & Service Recovery. Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner. Take ownership of guest challenges and follow through to ensure satisfaction. Research, resolve, and negotiate solutions to guest complaints while maintaining professionalism. Remain calm, alert, and service-focused during high-volume periods or emergency situations. Product Knowledge & Upselling. Maintain thorough knowledge of hotel services, room types, rates, packages, promotions, and local attractions. Use approved upselling techniques to promote hotel services and maximize room occupancy. Provide accurate information regarding hotel amenities, outlet hours, and local points of interest. Communication & Teamwork. Promptly answer incoming phone calls using clear, positive communication. Receive, input, retrieve, and relay messages to guests accurately. Retrieve and distribute guest mail, packages, and deliveries as requested. Work cohesively with team members and other departments to support smooth operations. Operational Support. Exercise sound judgment and discretion when handling guest situations. Plan and prioritize tasks effectively in a fast-paced environment. Complete additional duties and assignments as directed by the Front Desk Manager or Director of Operations. Qualifications. High school diploma or GED required. Previous hotel front desk or guest service experience preferred. Strong customer service, communication, and problem-solving skills. Ability to multitask, prioritize, and remain organized in a fast-paced environment. Demonstrated ability to work effectively as part of a team. Proficiency in Microsoft Office products. Ability to exercise sound judgment and maintain confidentiality. Open availability required, including mornings, evenings, weekends, and holidays. Flexibility to work high-demand shifts, particularly weekends. Quality. Dependability. Customer Focus. Adaptability.
