Guest Service Agent

Marc & Rose; Phoenix (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in hospitality is seeking a Guest Service Agent to provide exceptional service at the front desk. The role involves assisting guests with check-in/check-out, handling payments, and ensuring a welcoming atmosphere. Ideal candidates will have strong leadership and communication skills, with a focus on creating memorable guest experiences.

Qualifications

• High School Graduate or equivalent required; college education highly preferred.
• Prior supervisory experience preferred.

Responsibilities

• Complete registration process and verify guest information.
• Handle cash and balance assigned house bank.
• Greet guests and ensure a pleasant experience.

Skills

Leadership

Communication

Mathematical Calculations

Problem Solving

Education

High School Graduate

College Education

Job description

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Summary Of Position

The Front Office Agent is responsible for providing welcoming, friendly, efficient, resourceful, and hospitable service at the front desk, including check-in and check-out, and guest resolution.

Essential Functions

1. Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest’s reservation, and making changes as necessary.
2. Verify and swipe credit cards for authorization using electronic acceptance methods and verify a photo ID at check-in.
3. Handle cash, make change, and balance an assigned house bank.
4. Accept and record vouchers, traveler checks, and other forms of payment.
5. Post charges to guest rooms and house accounts using the computer.
6. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests.
7. Promptly answer the telephone with positive and clear English communication. Input messages into the computer. Retrieve messages, mail, and facsimiles for guests as requested.
8. Close guest accounts at check-out, ensuring a pleasant experience and resolving issues as necessary.
9. Provide safety deposit boxes upon request.
10. Arrange registration cards and complete bucket check.
11. Perform other tasks as assigned by the Front Office Supervisor/Manager.
12. Incorporate the Mystery Shopper Standards into every interaction.

Qualifications

• Education: High School Graduate or equivalent required; college education highly preferred.
• Experience: Prior supervisory experience preferred.
• Certificates or Licenses: N/A

Knowledge, Skills, and Abilities

• Ability to train and supervise with strong leadership skills.
• Ability to make quick and efficient decisions benefiting the team and guests.
• Ability to memorize and perform Resort Standards, AAA standards, and Mystery shopper standards.
• Proficiency in using a moderately complex computer system and troubleshooting software issues.
• Ability to perform mathematical calculations accurately using a calculator.
• Minimum typing speed of 15 WPM.

Personal Characteristics

• Behaves with HEART: Helpful, Ethical, Attentive, Resourceful, Thankful.
• Effective communication: Clear, thorough, and timely speaking, listening, reading, and writing skills in English.
• Professional appearance aligned with a four-diamond resort standards.

Working Conditions

Attendance as scheduled is critical. Our team values respect, professionalism, and creating heartfelt experiences that encourage guests to return. Employees should demonstrate courtesy, respect, and customer focus.