Guest Service Agent

Plazahotelelpaso; Kokomo (IN); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a friendly and dedicated Guest Service Agent to enhance guest experiences. In this role, you will be the first point of contact for guests, responsible for greeting, registering, and servicing them in accordance with hotel standards. Your responsibilities will include managing reservations, handling payments, and resolving any guest complaints. This position offers an exciting opportunity for growth, with potential advancement to supervisory roles. Join a team that values service excellence and sustainability, and make a meaningful impact on guest satisfaction in a dynamic hospitality environment.

Qualifications

• Previous customer service experience is required.
• Knowledge of PMS systems is preferred.

Responsibilities

• Greet and assist guests with their needs at the front desk.
• Handle guest complaints and ensure overall satisfaction.
• Perform bookkeeping activities and balance accounts.

Skills

Customer Service

Problem Solving

Communication

Cash Handling

Education

High School Diploma or Equivalent

Tools

PMS Systems

Job description

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background and Skill

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels