Guest Service Agent (PM and Weekends) Part-time

Ensemble; Philadelphia (Philadelphia County); On-site; USD 17,000 - 25,000; Full time

Job summary

Ensemble in Philadelphia is seeking a Front Desk Clerk to coordinate guest arrivals and departures, manage reservations, and handle inquiries. You will process payments, issue keys, and balance cash while delivering warm, professional service.

The role requires attention to detail, strong communication, and a readiness to assist guests with diverse needs. You will contribute to guest satisfaction and operational efficiency across daily shifts.

Qualifications

• Maintain neat, professional appearance per grooming and uniform standards.
• Welcome guests warmly and exceed guest expectations.
• Assist guests with disabilities per company standards.
• Communicate clearly with guests and colleagues, including proper telephone etiquette.
• Protect confidential information and safeguard company assets.
• Lift up to 10 pounds and perform occasional physical tasks.

Responsibilities

• Coordinate guest check-ins and check-outs, room reservations, modifications, and cancellations.
• Verify and process payments; reconcile guest accounts for billing accuracy.
• Issue, activate, and manage guest room keys.
• Respond promptly to guest inquiries and requests; provide follow-up and resolution.
• Generate contingency reports and maintain accurate guest records for emergencies.
• Educate guests on room features, amenities, services, hours, and local attractions.
• Resolve unresolved guest concerns from previous shifts to ensure complete closure.
• Review daily operational reports and logs to maintain awareness of activities and guest needs.
• Complete required cashier functions and end-of-shift reports in designated systems.
• Receive and communicate wake-up call requests to the appropriate department.
• Balance and secure cash banks at start and end of shifts.
• Process cash, credit card transactions, vouchers, corrections, and miscellaneous charges; provide accurate change.
• Report guest incidents involving loss, theft, or security concerns to management.

Skills

Guest service

Cash handling

Communication

Organization

Conflict resolution

Job description

Description

Coordinate and oversee all guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests. Verify, process, and secure all forms of payment; review and reconcile guest accounts to ensure billing accuracy. Issue, activate, and manage guest room keys. Respond promptly to guest inquiries, requests, and messages, ensuring appropriate follow-up and resolution. Generate and maintain contingency reports to provide accurate guest records in emergency situations. Educate guests on room features and hotel amenities, services, operating hours, and local attractions. Investigate and follow up on unresolved guest concerns or outstanding requests from previous shifts to ensure complete resolution. Review daily operational reports and logs to maintain awareness of hotel activities and guest needs. Complete required cashier functions and end-of-shift reports within designated systems. Receive, document, and communicate wake-up call requests to the appropriate department. Maintain accountability of assigned cash banks by balancing and securing funds at the beginning and end of each shift. Process cash, credit card transactions, vouchers, corrections, miscellaneous charges, and provide accurate change. Report guest incidents involving loss, theft, or security concerns to management.

Requirements

Follow all company policies, procedures, and service standards. Promptly report accidents, injuries, unsafe conditions, or maintenance concerns to management. Maintain a neat, professional appearance in accordance with company grooming and uniform standards. Protect confidential information and safeguard company assets. Welcome every guest in a warm and professional manner, providing service that anticipates and exceeds guest expectations. Accommodate and assist guests with disabilities in accordance with company standards. Express genuine appreciation to guests and create a positive guest experience. Communicate clearly and professionally with guests and associates, including proper telephone etiquette. Build and maintain effective working relationships with colleagues and support team objectives to achieve operational goals. Adhere to quality assurance standards and service excellence expectations. Remain on feet or seated for extended periods as required by business demands. Lift, carry, push, pull, or move items weighing up to 10 pounds without assistance. Perform additional duties and responsibilities assigned by management.