Guest Service Agent

           Duties/Responsibilities:

• Welcome guests upon arrival with a professional, friendly, and genuine demeanor.
• Check guests in and out efficiently while adhering to resort policies and service standards.
• Confirm reservations, process room assignments, and issue room keys accurately.
• Handle guest inquiries in person, over the phone, and by email, providing clear and courteous information.
• Anticipate guest needs and resolve issues or complaints promptly and professionally.
• Coordinate with Island Ambassadors, Housekeeping, and other departments to ensure seamless guest experiences.
• Assist guests with activity bookings, dining reservations, and transportation arrangements as needed.

• Follow established opening and closing procedures, ensuring the Front Desk area is clean, organized, and guest-ready.
• Maintain accurate guest records, messages, and billing information.
• Manage cash, credit card, and charge transactions following accounting and audit procedures.
• Process daily reports, filing, and correspondence in a timely and organized manner.
• Ensure effective communication with other shifts and departments regarding guest preferences, requests, or concerns.
• Maintain complete knowledge of resort facilities, activities, services, and hours of operation.

• Collaborate effectively with team members to ensure smooth daily operations.
• Maintain open communication with management regarding guest feedback, operational needs, or process improvements.

 

E          Essential Traits:

• Warm, courteous, and service-oriented demeanor.
• Excellent verbal and written communication skills.
• Ability to multitask and manage competing priorities efficiently.
• Impeccable grooming and professional presentation.
• Dependable, punctual, and adaptable to a flexible work schedule.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to work independently with minimal supervision while maintaining team collaboration.

 

            Key Results Indicators:

• High guest satisfaction
• Reservation management
• Timely and professional resolution of guest concerns
• Compliance with resort standards, policies, and operating procedures

Specific Technical / General:

• Minimum one (1) year of experience in Front Office or Guest Services at a resort or hotel preferred (training provided for the right candidate).
• Excellent command of English (spoken and written).
• Strong computer literacy
• High school diploma or equivalent required; hospitality training or certification an asset.
• Energetic, motivated, and passionate about delivering outstanding guest experiences.