Guest Service Agent

Stonebridge Hospitality Management; Pullman (WA); On-site; USD 21,000 - 28,000; Full time

Job summary

Stonebridge Hospitality Management is seeking a Guest Service Agent in Pullman, WA. The role focuses on smooth check-in/check-out, accurate guest records, and high-quality service at the hotel front desk.

Responsibilities include greeting guests, processing payments, managing reservations, and coordinating with housekeeping and maintenance to resolve issues, with a flexible schedule including evenings and weekends.

Qualifications

• Experience in a hotel front desk or guest services role preferred.
• Strong customer service and communication skills to interact 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 hotel policies and procedures.

Responsibilities

• Greet, register, and assign rooms to guests upon arrival.
• Verify guest credit and establish payment methods for accommodation.
• Maintain accurate records of room availability and guest accounts in PMS.
• Compute bills, collect payments, and make change for guests.
• Balance cash accounts as part of basic bookkeeping.
• Issue room keys and provide instructions to bell attendants.
• Review accounts and charges with guests during check-out.
• Post charges for rooms, food, beverages, and services to ledgers.
• Transmit and receive guest messages via telephone or switchboards.
• Coordinate with housekeeping and maintenance to address guest issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services and local dining/entertainment.

Skills

Customer service

Communication

PMS proficiency

Cash handling

Problem solving

Organization

Independent work

Tools

Property management system

Microsoft Word

Microsoft Excel

Job description

City, State:

Pullman, Washington

Title: Guest Service Agent

Location: Pullman WA

FLSA: Exempt/Non-Exempt

Status: Part-time, full-time, seasonal, on-call.__

Reports to: Front Office Manager

Pay Range: $17.13 an 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 (e.g., 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, and 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.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position’s requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

2026-08-14

• medical
• dental
• vision
• PTO
• 401(k) matching
• wellness support
• life and disability coverage
• savings accounts
• tuition aid
• travel and lodging perks

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.