Guest Service Agent job

Philadelphia International Airport (PHL); Philadelphia (Philadelphia County); On-site; USD 21,000 - 28,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Guest Service Agent to welcome guests, provide accurate information, and support front desk operations. You will handle registrations, payments, and room information while maintaining a positive guest experience throughout the stay.

The role requires friendly communication, a can-do attitude, and the ability to assist guests with diverse needs in a fast-paced environment.

Qualifications

• Friendly and welcoming demeanor with guests.
• Excellent listening and communication skills.
• Ability to assist guests with information and requests.
• Detail-oriented when handling reservations, payments, and accounts.

Responsibilities

• Greet guests with a sincere, professional welcome.
• Listen to guest requests and provide accurate information.
• Assist guests with hotel outlets, services, and local attractions.
• Complete guest registration accurately using the hotel system.
• Confirm guest details, room rates, and reservation information.
• Issue room keys and welcome materials.
• Process check-ins/outs and payments accurately.
• Maintain calm and professional conduct during busy periods.
• Collaborate with Front Office and other departments to ensure a seamless stay.

Skills

Guest services

Communication

Multitasking

English fluency

Customer service

Education

High School Diploma or GED

Tools

Hotel computer system

Job description

Be the Welcome. Create the Experience. Make Their Stay Memorable.

The moment a guest walks through our doors, you have an opportunity to make them feel at home.

We're looking for a Guest Service Agent who understands that hospitality is about more than checking someone into a room. It's about creating a genuine connection, listening to what guests need, and making sure they leave feeling that they were truly taken care of.

If you're friendly, confident, organized, and enjoy helping people, this is an opportunity to become an important part of our Front Office team.

What You’ll Do

• Welcome every guest with a friendly, sincere, and professional greeting.
• Listen carefully to guest requests and provide helpful, accurate information.
• Assist guests with information about hotel outlets, services, local attractions, and surrounding areas.
• Complete guest registration accurately and efficiently using the hotel computer system.
• Confirm guest information, number of guests, room rates, and other reservation details.
• Select appropriate rooms based on guest needs and hotel availability.
• Prepare and issue electronic room keys and welcome materials.
• Promote hotel and brand programs when appropriate.
• Process check-ins and check-outs while ensuring a smooth and positive guest experience.
• Verify credit card authorizations and accurately process payments.
• Handle cash, make change, balance an assigned house bank, and process other forms of payment.
• Post charges accurately to guest rooms and house accounts.
• Answer telephone calls promptly and professionally.
• Record and communicate guest messages accurately.
• Assist guests with mail, small packages, and other requests.
• Close guest accounts at checkout and take the opportunity to make sure guests are satisfied with their stay.
• Listen to and resolve guest concerns with patience, professionalism, and good judgment.
• Research problems and work with guests to find effective solutions.
• Remain calm, alert, and professional during busy periods, unexpected situations, and emergencies.
• Work closely with your Front Office teammates and other hotel departments to create a seamless guest experience.
• Pitch in and support your coworkers whenever needed.
• Perform other job-related duties as assigned.

The role combines guest service, front-desk operations, technology, cash handling, communication, and problem-solving.

What We’re Looking For

• Friendly and welcoming - you genuinely enjoy meeting and helping people.
• A great communicator - you know how to listen, explain, and connect with guests.
• Calm under pressure - you can stay composed when the lobby gets busy, or a guest needs extra attention.
• A problem-solver - you don't just identify a problem; you look for a solution.
• Detail-oriented - especially when handling reservations, guest accounts, payments, and hotel information.
• Professional and dependable - you understand that how you show up matters.
• A team player - you're willing to pitch in and help your coworkers.
• Adaptable - you're comfortable learning new systems, procedures, and ways to make the guest experience better.
• Patient and diplomatic - you can handle challenging conversations while treating everyone with respect.
• Guest-focused - you understand that the guest experience is at the heart of everything we do.

The position requires the ability to communicate effectively in English, use a moderately complex computer system, perform basic-to-moderately complex calculations accurately, remain mobile throughout the Front Office, and establish strong working relationships with guests and associates.

Why Join Our Front Office Team?

Because no two guests-and no two days-are exactly alike.

One moment you're welcoming a family arriving for vacation. The next, you're helping a business traveler get settled, answering a question about the area, or turning a frustrated guest's experience around.

You have the opportunity to make someone's day better every time you step behind the desk.

You’ll Gain Valuable Experience In

• Hospitality
• Problem Solving
• Hotel Operations
• Reservations
• Cash Handling
• Communication
• Teamwork

And you'll be surrounded by a team that understands that great hospitality starts with how we treat people.

The Kind of Person Who Thrives Here

• Smiles even when the lobby gets busy.
• Can turn "I’m frustrated" into "Thank you for helping me."
• Enjoys meeting people from different places and backgrounds.
• Pays attention to the little details.
• Knows that sometimes the best solution starts with simply listening.
• Isn't afraid to ask questions and learn something new.
• Jumps in when a teammate needs help.
• Takes pride in being the person guests remember for making them feel welcome.

Every associate is a guest-relations ambassador, and our Front Office team plays a particularly important role in creating that positive experience. Professionalism, courtesy, respect, adaptability, punctuality, and a willingness to learn are essential to the role.

Ready to Be the Face of Our Hotel?

If you're passionate about people, hospitality, and creating experiences that guests remember, we'd love to meet you! Whether you're an experienced hotel professional or someone ready to take the next step in your hospitality career, we're looking for someone who brings energy, personality, professionalism, and a genuine desire to help.

Bring your smile. Bring your personality. Bring your hospitality.

Qualifications

• Behaviors: Dedicated: Devoted to a task or purpose with loyalty or integrity (Preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts