Guest Service Agent

Stonebridge Companies; Anaheim (CA); On-site; USD 24,796 - 30,307; Full time

Job summary

Stonebridge Companies seeks a Guest Service Agent to support front desk operations, ensuring smooth check-in/check-out and accurate guest records. You will handle inquiries, payments, and reservations to help maintain high guest satisfaction.

The role emphasizes strong customer service, proficient use of PMS, and ability to balance cash while coordinating with housekeeping and maintenance. Evening, weekend, and holiday shifts may be required.

Qualifications

• Experience in a hotel front desk or guest service role preferred.
• Strong customer service and communication skills.
• Proficiency with property management systems and basic office software.
• Ability to handle cash transactions and balance cash accounts.

Responsibilities

• Greet, register, and assign rooms to guests upon arrival.
• Verify guest credit and establish payment methods for accommodation.
• Maintain accurate records of room availability and guest accounts using PMS.
• Compute bills, collect payments, and provide change to guests.
• Issue room keys and provide instructions to bell attendants.
• Review accounts and charges with guests during check-out.
• Post charges for rooms, food, beverages, and services to ledgers.
• Transmit and receive guest messages using telephones or switchboards.
• Coordinate with housekeeping and maintenance to address guest issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services, dining, shopping, and entertainment.

Skills

Customer service

Communication

PMS proficiency

Cash handling

Bookkeeping basics

Problem solving

Organization

Independence

Office software

Tools

Word

Excel

Property management systems (PMS)

Job description

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 arrival.
• Verify guest credit and establish payment methods for accommodation.
• Maintain accurate records of room availability and guest accounts using property management systems.
• Compute bills, collect payments, and provide change to 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.

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. Flexible schedule including availability for evening, weekend, and holiday shifts. Frequent use of a computer and telephone, interacting with guests and team members.

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. Reasonable accommodations will be made for disabled team members.

Benefits

Medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.