Guest Service Agent

Makeready; Portland (OR); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

PTO / PTO exchange

Maternity/paternity leave

Pet insurance

401k matching

Student loan repayment program

Ancillary benefits

Job summary

The Heathman Hotel in downtown Portland seeks a Front Desk Agent to greet guests, deliver personalized service, and ensure a welcoming stay. You will handle check-in/out, answer questions, coordinate with other departments, and maintain guest confidentiality.

Ideal candidates bring hospitality experience, strong communication, and the ability to multitask in a fast-paced environment. Makeready benefits include medical/dental/vision coverage, PTO, 401k, and more as part of a culture that values

Qualifications

• Previous hotel front desk, hospitality, or guest service experience preferred.
• Strong communication and interpersonal skills with a polished presence.
• Ability to multitask and stay composed in a fast-paced environment.
• Comfortable using hotel property management systems and related software.
• Flexible schedule including mornings, evenings, weekends and holidays.
• Ability to stand and walk for extended periods and lift up to 25 pounds.
• Discretion and confidentiality with guest information.

Responsibilities

• Welcome guests with a warm, engaging, and professional demeanor during check-in and check-out.
• Provide personalized service while handling arrivals, departures, room assignments, and billing.
• Answer questions about amenities, services, dining, attractions, and transportation.
• Anticipate needs and proactively resolve concerns to ensure a seamless stay.
• Maintain visibility in the lobby and assist guests as needed.
• Process payments and manage room charges per procedures.
• Coordinate with Housekeeping, Engineering, Valet, and other departments.
• Maintain confidentiality of guest information.
• Handle special requests and service recovery professionally.
• Keep front desk and lobby organized and welcoming.
• Follow hotel policies and safety standards.

Skills

Guest service

Communication

Multitasking

Professionalism

Problem solving

Tech proficiency

Tools

PMS (Hotel)

Microsoft Office

Job description

The Heathman Hotel is where Portland’s cultural legacy meets timeless hospitality. Since 1927, it has stood as a gathering place for artists, writers, performers, and travelers drawn to the creative spirit of the city. Rooted in history yet thoughtfully evolved for the modern guest, The Heathman blends classic elegance with contemporary comfort in the heart of downtown Portland.

We believe exceptional hospitality begins with meaningful human connection. As a Front Desk Agent, you will serve as the face of the hotel—creating memorable first impressions, delivering personalized service, and ensuring every guest feels welcomed, valued, and cared for throughout their stay. This role is ideal for a hospitality professional who thrives in a fast-paced environment while maintaining warmth, professionalism, and attention to detail.

Requested Tasks

• Welcome guests with a warm, engaging, and professional demeanor during check-in and check-out experiences
• Provide personalized service while efficiently handling guest arrivals, departures, room assignments, and billing procedures
• Answer guest questions regarding hotel amenities, services, dining options, local attractions, and transportation
• Anticipate guest needs and proactively resolve concerns to ensure a seamless and memorable stay
• Maintain an active and visible presence in the lobby, offering assistance and hospitality whenever needed
• Accurately process payments, cash handling, room charges, and adjustments in accordance with hotel procedures
• Coordinate with Housekeeping, Engineering, Valet, and other departments to ensure guest requests are fulfilled promptly
• Maintain confidentiality and security of guest information
• Handle guest requests, special accommodations, and service recovery situations with professionalism and urgency
• Ensure the front desk, lobby, and guest-facing areas remain organized, clean, and welcoming
• Follow all hotel policies, procedures, safety standards, and brand expectations

Requested Capabilities

• Previous hotel front desk, hospitality, or guest service experience preferred
• Strong communication and interpersonal skills with an approachable and polished presence
• Passion for delivering elevated guest experiences and personalized hospitality
• Ability to multitask and remain composed in a fast-paced environment
• Strong organizational skills and attention to detail
• Comfortable using hotel property management systems, Microsoft Office, and related technology platforms
• Flexible schedule availability including mornings, evenings, weekends, and holidays
• Ability to problem-solve independently and exercise sound judgment
• Ability to stand and walk for extended periods throughout the shift
• Ability to occasionally lift and carry items weighing up to 25 pounds
• Ability to bend, reach, and move throughout guest-facing areas as needed
• Ability to work in a fast-paced environment while maintaining professionalism and poise

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO/PTO exchange, medical/dental/vision benefits, maternity/paternity leave, pet insurance, company-matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits. The health, happiness and well-being of our team is our top priority.

We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.