Guest Services Agent

Job Description The Guest Services Agent plays a vital role in creating exceptional guest experiences from the moment of arrival through to departure.

Duties and Responsibilities:

Greet all guests with a warm, genuine, and personalized welcome.

Handle check-in/check-out procedures efficiently and accurately.

Escort VIP guests when necessary and ensure all preferences and requests are noted and fulfilled.

Provide information about hotel services, facilities, and local attractions, and offer concierge-level assistance.

Act as a liaison between guests and various departments to ensure timely and efficient service delivery.

Maintain effective and professional communication with all departments (Housekeeping, Concierge, F&B, etc.).

Handle guest complaints tactfully and professionally, aiming for swift resolution and satisfaction.

Communicate clearly with the team to ensure guest preferences, special occasions, and requests are anticipated and fulfilled.

Process payments, manage reservations, and perform accurate cashiering functions.

Maintain a clean and organized front desk and lobby area.

Update guest profiles and logs in the system for future reference and service personalization.