Guest Services Agent

Innisfree 62s; Orange Beach (AL); On-site; USD 25,000 - 40,000; Full time

Job summary

Innisfree 62s is seeking a Guest Service Agent for the Hilton Garden Inn Orange Beach. In this role, you will be the face of the hotel, responsible for greeting guests, checking them in and out, and assisting with reservation needs.

The ideal candidate should have a high school diploma, at least one year of customer service experience, and excellent communication skills. The role emphasizes maintaining a clean work environment and mitigating conflicts while ensuring guest satisfaction.

Qualifications

• Minimum 1 year of customer service experience required, hospitality industry preferred.
• Ability to read, write, and speak effectively in English to communicate with guests and team members.
• Must be able to work independently with minimal supervision.

Responsibilities

• Greet guests and check-in/out as needed.
• Assist guests with reservations and special services.
• Maintain high standards of personal appearance and grooming.

Skills

Customer service skills

Multi-tasking

Detail-oriented

Team player

Knowledge of reservation and POS systems

Education

High school diploma or equivalent

Tools

Operating software

Job description

Location: Hilton Garden Inn Orange Beach

Guest Service Agents are the face of the hotel as they are often the first people guests interact with upon arrival. A Guest Service Agent is responsible for accommodating all guests and assisting with their various needs.

Responsibilities

• Always approach all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
• Promote a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
• Maintain regular attendance as required by scheduling which will vary according to the needs of the individual property.
• Maintain high standards of personal appearance and grooming which includes wearing the proper uniform and nametag when working.
• Greet guests upon arrival and make them feel welcomed, always following the 5/10 rule.
• Check-in and check-out guests as needed, assign rooms for the day per guest requests and reservation details, assist guests in booking reservations and canceling reservations as needed, process payments for guest bills.
• Arrange for special services for guests as needed, which includes but is not limited to making or canceling reservations, calling a taxi, providing directions or housekeeping by a certain time, or simply sending up a small surprise to acknowledge a special occasion.
• Minimize loss of revenue by adhering to all established credit and inventory control procedures including retrieving proper approval codes for cash and card paying guests.
• Monitor customer accounts to ensure adherence to hotel credit limits and verify accuracy of registration information such as name, address, method of payment, etc.
• Adhere to hotel policies regarding the use of cash banks, drop/deposit logs, etc.
• Be able to diffuse conflict or tense situations with guests.
• Must maintain a clean and safe work environment and report any safety issues to management immediately.
• Perform any other duties as assigned by management.

Qualifications

1. Must have a high school diploma or equivalent.
2. Minimum 1 year of customer service experience required, hospitality industry preferred.
3. Ability to interpret a variety of instructions provided in written, oral, or scheduled form.
4. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
5. Knowledge of reservation and POS systems.
6. Ability to work with computers and good knowledge of operating software preferred.
7. Must be able to multi-task and be detail-oriented.
8. Must be a team player.
9. Ability to work independently with minimal supervision in a high degree of autonomy.