Guest Service Agent

Wright Investments; Arlington (TN); On-site; USD 26,000 - 34,000; Full time

Job summary

Wright Investments seeks a friendly Guest Service Agent to join the Front Office team and deliver welcoming, professional service from arrival through departure. The 3pm–11pm shift requires multitasking, problem solving, and teamwork in a fast-paced hotel environment.

Responsibilities include check-ins/check-outs, handling reservations and inquiries, processing payments, and coordinating with Housekeeping and Maintenance to ensure guest satisfaction while protecting privacy and security.

Qualifications

• Previous hotel or customer-service experience preferred.
• Excellent customer-service skills.
• Professional verbal and written communication.
• Basic computer skills and ability to learn hotel systems.
• Strong attention to detail.
• Ability to multitask and prioritize responsibilities.
• Dependable and punctual.
• Professional appearance and attitude.
• Strong problem-solving skills.
• Comfortable handling guest concerns professionally.
• Ability to work independently and as part of a team.
• Flexible availability, including weekends and holidays based on business needs.

Responsibilities

• Welcome guests in a friendly and professional manner.
• Perform guest check-ins and check-outs accurately and efficiently.
• Assist guests with reservations, room assignments, hotel information, and general questions.
• Answer incoming telephone calls professionally and direct calls as appropriate.
• Process guest payments and follow established procedures for credit card authorization and payment.
• Review guest accounts and folios for accuracy.
• Respond professionally to guest questions, requests, and concerns.
• Assist with service recovery and involve management when necessary.
• Communicate guest requests to Housekeeping, Maintenance, and other departments.
• Monitor guestroom availability and room status.
• Follow proper procedures when issuing guest room keys.
• Maintain guest privacy and confidentiality.
• Maintain an organized and professional Front Desk area.
• Document important guest information and communicate relevant details to the next shift.
• Assist with Marriott Bonvoy enrollment and member recognition as applicable.
• Promote hotel services and amenities.
• Follow hotel cash-handling and payment procedures.
• Complete assigned Front Desk checklists and shift responsibilities.
• Follow hotel safety, security, emergency, and guest-service procedures.
• Perform other duties as assigned based on hotel operational needs.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Punctual

Teamwork

Problem solving

Professional appearance

Guest concerns handling

Tools

Hotel PMS

Job description

Job Summary

We are seeking a friendly, dependable, and service-focused Guest Service Agent to join our Front Office team. The Guest Service Agent is responsible for creating a welcoming experience for every guest from arrival through departure while providing professional and efficient front desk service. This is for a 3pm-11pm Shift.

The ideal candidate is comfortable multitasking, solving problems, communicating with guests, and working as part of a team in a fast-paced hotel environment.

Essential Duties & Responsibilities

• Welcome guests in a friendly and professional manner.
• Perform guest check-ins and check-outs accurately and efficiently.
• Assist guests with reservations, room assignments, hotel information, and general questions.
• Answer incoming telephone calls professionally and direct calls as appropriate.
• Process guest payments and follow established procedures for credit card authorization and payment.
• Review guest accounts and folios for accuracy.
• Respond professionally to guest questions, requests, and concerns.
• Assist with service recovery and involve management when necessary.
• Communicate guest requests to Housekeeping, Maintenance, and other departments.
• Monitor guestroom availability and room status.
• Follow proper procedures when issuing guest room keys.
• Maintain guest privacy and confidentiality.
• Maintain an organized and professional Front Desk area.
• Document important guest information and communicate relevant details to the next shift.
• Assist with Marriott Bonvoy enrollment and member recognition as applicable.
• Promote hotel services and amenities.
• Follow hotel cash-handling and payment procedures.
• Complete assigned Front Desk checklists and shift responsibilities.
• Follow hotel safety, security, emergency, and guest-service procedures.
• Perform other duties as assigned based on hotel operational needs.

Qualifications

• Previous hotel or customer-service experience preferred.
• Excellent customer-service skills.
• Professional verbal and written communication skills.
• Basic computer skills and ability to learn hotel systems.
• Strong attention to detail.
• Ability to multitask and prioritize responsibilities.
• Dependable and punctual.
• Professional appearance and attitude.
• Strong problem-solving skills.
• Comfortable handling guest concerns professionally.
• Ability to work independently and as part of a team.
• Flexible availability, including weekends and holidays based on business needs.

Preferred Skills

• Previous Front Desk or hotel experience.
• Experience with hotel property-management systems.
• Experience handling reservations and guest accounts.
• Knowledge of Marriott guest-service and loyalty standards is a plus.
• Cash and credit-card handling experience.

Physical Requirements

The Guest Service Agent must be able to:

• Stand for extended periods during the shift.
• Walk throughout the Front Desk and hotel areas as needed.
• Use computers, telephones, printers, and other standard office equipment.
• Perform the routine physical activities associated with Front Office operations.

What We're Looking For

We are looking for someone who is:

Guest Focused: Creates a welcoming and positive experience for every guest.

Dependable: Arrives on time, prepared, and ready to support the team.

Professional: Maintains a positive attitude, professional appearance, and respectful communication.

Detail-Oriented: Handles reservations, payments, guest information, and Front Desk responsibilities accurately.

Solution-Focused: Remains calm and works toward appropriate solutions when guest concerns arise.

Team-Oriented: Communicates effectively with Front Desk, Housekeeping, Maintenance, and management.