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Title
Text copied to clipboard!Guest Services Agent
Description
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We are looking for a Guest Services Agent who is passionate about delivering outstanding customer service and creating memorable experiences for our guests. As the first point of contact, you will play a crucial role in ensuring a welcoming and seamless experience from check-in to check-out. This position requires excellent communication skills, a friendly demeanor, and the ability to multitask in a fast-paced environment.
As a Guest Services Agent, you will be responsible for greeting guests upon arrival, managing reservations, handling guest inquiries and complaints, and coordinating with other departments to ensure guest satisfaction. You will also be expected to provide information about the hotel, local attractions, and services, as well as process payments and maintain accurate records.
The ideal candidate will have prior experience in a customer-facing role, preferably in the hospitality industry. You should be comfortable using hotel management software, possess strong problem-solving skills, and be able to remain calm under pressure. Flexibility to work various shifts, including weekends and holidays, is essential.
This role offers the opportunity to work in a dynamic and rewarding environment where your contributions directly impact guest satisfaction and the overall success of the property. If you are enthusiastic, detail-oriented, and committed to providing top-tier service, we encourage you to apply and become a valued member of our team.
Responsibilities
Text copied to clipboard!- Greet guests warmly and professionally upon arrival
- Check guests in and out efficiently using hotel software
- Handle guest inquiries, requests, and complaints promptly
- Coordinate with housekeeping and maintenance for guest needs
- Provide information about hotel amenities and local attractions
- Process payments and maintain accurate billing records
- Answer phone calls and manage reservations
- Ensure lobby and front desk areas are clean and organized
- Assist with luggage and transportation arrangements
- Promote hotel services and upsell when appropriate
Requirements
Text copied to clipboard!- High school diploma or equivalent
- Previous experience in customer service or hospitality preferred
- Excellent verbal and written communication skills
- Proficiency with hotel management software and Microsoft Office
- Strong problem-solving and organizational abilities
- Ability to work flexible hours, including weekends and holidays
- Professional appearance and demeanor
- Ability to multitask in a fast-paced environment
- Fluency in English; additional languages a plus
- Positive attitude and team-oriented mindset
Potential interview questions
Text copied to clipboard!- Do you have prior experience in the hospitality industry?
- Are you comfortable working flexible shifts, including weekends?
- Can you describe a time you resolved a guest complaint?
- What hotel management systems have you used before?
- How do you handle stressful situations or high guest volume?
- Are you fluent in any languages besides English?
- What does excellent customer service mean to you?
- How do you prioritize tasks during busy periods?
- Are you legally authorized to work in this country?
- What motivates you to work in guest services?
