Job Summary: The Guest Service Agent is responsible for ensuring smooth check-in and check-out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction. 

Essential Functions and Duties: 

• Greet, register, and assign rooms to guests upon their arrival. 

• Verify guest credit and establish payment methods for accommodation. 

• Keep accurate records of room availability and guest accounts using property management systems. 

• Compute bills, collect payments, and make change for guests. 

• Perform basic bookkeeping tasks, such as balancing cash accounts. 

• Issue room keys and provide necessary instructions to bell attendants. 

• Review accounts and charges with guests during the check-out process. 

• Post charges for rooms, food, beverages, and services to ledgers manually or via computer systems. 

• Transmit and receive guest messages using telephones or switchboards. 

• Coordinate with housekeeping and maintenance staff to address guest-reported issues. 

• Make and confirm reservations for guests. 

• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options. 

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Initiate and complete the End of Day process.
• Run all reports as required for Food and Beverage audit.
• Complete the Night Audit checklist for computer procedures daily.
• Balance the day’s work.
• Maintain cashiering responsibilities as per Front Office procedures.
• Maintain Front Office computer system operation.
• Fulfill all Front Office functions between the hours of 11:00 p.m. and 7:00 a.m.
• Handle and follow through on all guest requests daily from 11:00 p.m. until 7:00 a.m.
• Follow safety and emergency procedures.
• Maintain proper record keeping (i.e., log books, etc.).
• Be familiar with all policies and house rules.
• Complete the initial direct bills, daily, and place on the Property Accountant's desk; Attach all folio/banquet check back-up to the bills.
• Maintain radio contact with other employees during entire shift.
• Have a working knowledge of security procedures.
• Ensure employees are at all times, attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Prepare and distribute the Daily Flash Report.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

 
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• Previous experience in a hotel front desk or guest service role preferred. 

• Strong customer service and communication skills to interact effectively with guests and staff. 

• Proficiency in using property management systems and basic office software (e.g., Word, Excel). 

• Ability to handle cash transactions and perform basic bookkeeping tasks. 

• Excellent problem-solving abilities to resolve guest issues efficiently. 

• Strong organizational skills with attention to detail in managing guest reservations and records. 

• Ability to work independently and follow established hotel policies and procedures. 

Work Environment: 

• Primarily indoor work within the hotel’s front desk and lobby areas. 

• Requires standing and walking for long periods throughout the shift. 

• Must be able to lift and carry up to 10 lbs. occasionally (e.g., ledgers, small office supplies). 

• Flexible schedule required, including availability for evening, weekend, and holiday shifts. 

• Frequent use of a computer and telephone, interacting with guests and team members. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.