Guest Service Agent

Job description

Key Responsibilities Guest Arrival & Departure: Greet guests with professionalism; manage check-in/check-out processes (verifying IDs, payment, room assignments, issuing keys). Reservations & Billing: Handle reservations via phone or in-person; manage guest accounts, process payments (cash, credit), prepare invoices, and handle upselling where appropriate. Guest Communication & Inquiry Handling: Respond to guest questions, complaints, and requests courteously and promptly. Provide information on hotel services, promotions, local attractions, and transportation. Interdepartmental Coordination: Liaise with housekeeping, maintenance, and other departments to promptly address guest requests, room readiness, or technical issues. Problem Solving & Service Recovery: Resolve guest complaints (e.g., booking errors, service issues) efficiently to preserve satisfaction. Skills & Qualifications: Strong Communication Skills (verbal and written) to interact clearly and courteously with guests and staff. Excellent Customer Service : Warm, professional demeanor and dedication to guest satisfaction. Attention to Detail & Multitasking : Ability to stay organized, manage simultaneous tasks, and remai...