Guest Services Agent

We are seeking a friendly and professional Guest Services Agent to join our front desk team. In this role, you will be the face of our hotel, providing exceptional service to guests while ensuring their stay is comfortable and enjoyable. Your responsibilities will encompass a wide range of guest interactions, inquiries, and administrative tasks to support overall hotel operations. Our hotel operates 24/7, and team members must be flexible and ready to adapt their schedules based on business demands.

Key Responsibilities:

• Guest Service Excellence:Provide the highest level of service to guests at the front desk, ensuring a warm, welcoming, and efficient check-in and check-out experience.
• Guest Engagement: Interact with guests to promote a friendly atmosphere, encouraging feedback and building rapport to enhance the overall experience
• Operational Knowledge:Stay informed about daily hotel operations by reviewing the event sheet, bulletin boards, and other communication tools to keep up to date with changes, new procedures, andspecial events.
• Room and Rate Knowledge:Understand room types, rates, packages, discounts, and promotions,utilizingthis knowledge toassistguests effectively and maximize revenue opportunities.
• Room Assignments:Perform guest registration, room assignments, and accommodate special requests to enhance the guest experience throughout their stay.
• Cash Handling:Follow all cash handling and banking procedures, ensuring accuracy during guest check-outs and handling of safe deposit boxes(if applicable).
• Phone Etiquette:Answer incoming calls promptly and professionally, adhering to proper etiquette and ensuring inquiries are addressed efficiently (within three rings).
• Checklists and Procedures:Be familiar with daily operational checklists (AM, PM, and night shifts) to ensure smooth transitions between shifts andmaintainhigh operational standards.
• Night Audit Responsibilities:Assistin balancing night audit transactions for daily sales journals, ensuring accuracy in reconciliations for the Front Desk and outlets.
• Problem Resolution:Effectively address and resolve guest complaints anddifficult situationswith a professional, positive attitude andin accordance withhotel policies.
• Communication and Coordination:Collaborate with housekeeping, maintenance, and other departments to coordinate guest needs and maximize guest satisfaction.
• AdministrativeSupport:Perform various administrative tasks, including data entry, filing, and reporting, tosupport front desk operations and management.

Minimum Qualifications:

• Previousexperience in a hotel guest services role or similar customer service position is preferred.
• Strong interpersonal and communication skills, with a guest-focused personality.
• Ability to remain calm and professional under pressure, effectively managingdifficult situations.
• Self-motivated with strong organizational skills and attention to detail.

• Proficient in using hotel management software and standard office applications.
• Fully bilingual in Spanish and Englishis required toeffectively communicate with diverse guests and team members.

Why Join Us?

• We offer a dynamic andsupportive work environment.
• Opportunities for growth and professional development within the hospitality industry.
• Be part of a team committed to excellence and delivering exceptional guest experiences.