Guest Experience Agent I

Gold Key PHR; Norfolk (VA); On-site; USD 28,000 - 36,000; Full time

Job summary

Gold Key PHR is seeking a Guest Service Agent II to create a seamless check-in and check-out experience for guests, respond to inquiries, and ensure maximum satisfaction with courtesy and professionalism. The role requires 1–2 years in hospitality or customer relations, ability to communicate in English, and cash handling skills.

You will manage mobile check-in, verify room-type inventory, handle billing questions, assist with amenities and transportation, perform registrations efficiently, and

Qualifications

• High School Diploma or equivalent.
• 1–2 years of experience in a hotel or other customer relations position.
• English communication required; second language desirable.
• Cash and credit transactions handling ability.
• Provide exceptional guest service; strong interpersonal skills.
• Ability to multi-task.
• Typing 35 WPM minimum; data entry experience preferred.

Responsibilities

• Manage mobile check-in services.
• Verify available inventory by room type.
• Handle guest registration and check-in/check-out per standards.
• Assist with amenities, vouchers, transportation, late checkout, or reservations.
• Resolve billing concerns and transfer folios.
• Navigate property management and reservation systems (Expedia, Booking.com).
• Maintain logs and ensure guest requests are satisfied.
• Upsell opportunities for room nights.

Skills

Typing 35 WPM

Cash handling

Multitasking

Customer service

English communication

Data entry

Education

High School Diploma

Job description

Gold Key PHR is seeking a Guest Service Agent II to create a seamless check-in and check-out experience for guests, respond to inquiries, and ensure maximum satisfaction with courtesy and professionalism. The role requires 1–2 years in hospitality or customer relations, ability to communicate in English, and cash handling skills.

You will manage mobile check-in, verify room-type inventory, handle billing questions, assist with amenities and transportation, perform registrations efficiently, and