guest service agent

Stonebridge; Austin (TX); On-site; USD 22,041 - 24,796; Full time

Benefits offered by this job

Medical, dental, vision coverage

PTO

401(k) matching

Wellness support

Life and disability coverage

Savings accounts

Tuition aid

Travel and lodging perks

Job summary

Stonebridge is seeking a Guest Service Agent at Hilton Garden Inn Austin Airport to ensure smooth check-in and check-out procedures, maintain accurate guest records and provide outstanding guest services. Candidates should have previous front desk experience, strong communication skills, and the ability to resolve guest issues efficiently.

This role requires standing for long periods and flexibility for evening and holiday shifts. Benefits include medical coverage, PTO, and 401(k) matching.

Qualifications

• Previous experience in a hotel front desk or guest service role preferred.
• Strong customer service and communication skills to interact effectively.
• Proficiency in using property management systems and basic office software.

Responsibilities

• Greet, register, and assign rooms to guests upon their arrival.
• Verify guest credit and establish payment methods.
• Keep accurate records of room availability and guest accounts.

Skills

Customer service skills

Communication skills

Problem-solving abilities

Organizational skills

Education

Experience in hotel front desk or guest service

Tools

Property management systems

Basic office software (Word, Excel)

Job description

Hilton Garden Inn Austin Airport-Austin, TX
Non-Exempt
Full time
City, State: Austin, Texas
Title: Guest Service Agent
Location: Hilton Garden Inn Austin Airport-Austin, TX
FLSA: Non-Exempt
Status: Full time
Reports to: Front Office Manager
Pay Range: $16-18 per hour

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

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

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 (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 (e.g., ledgers, small office supplies).
• Flexible schedule required, including availability for evening, weekend, and holiday shifts.
• Frequent use of a computer and telephone, interacting with guests and team members.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Benefits

• Medical, dental, vision coverage
• PTO
• 401(k) matching
• Wellness support
• Life and disability coverage
• Savings accounts
• Tuition aid
• Travel and lodging perks