Guest Services Agent

Troutbeck Hospitality LP; Town of Amenia (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

Troutbeck Hospitality LP is seeking a Guest Services Agent in the Front Office to deliver exceptional hospitality from arrival to departure. The role handles check-in/check-out, answers inquiries, and coordinates with departments to ensure personalized service.

Qualified candidates typically have 1–2 years in hospitality or guest-facing roles, strong communication skills, and a professional appearance. Shifts include mornings and evenings; weekends/holidays required.

Qualifications

• High school diploma or equivalent required.
• Hospitality or tourism education preferred.
• 1–2 years of experience in hospitality, customer service, or guest-facing roles preferred.
• Previous hotel front desk experience is a plus.

Responsibilities

• Greet guests and provide a professional first impression at arrival.
• Assist with check-in and check-out procedures and manage reservations.
• Provide information about amenities, dining, activities, and local attractions.
• Coordinate requests with housekeeping, maintenance, and F&B teams; communicate shift changes clearly.
• Address guest concerns promptly and follow service recovery procedures.
• Maintain a clean, organized front desk and lobby area.

Skills

Excellent communication

Interpersonal skills

Multi-tasking

Professional appearance

Education

High school diploma or equivalent

Hospitality education preferred

Tools

Reservation system

Basic computer skills

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Title: Guest Service Agent

Department: Front Office / Guest Services-Reports To: Guest Service Manager / Hotel Manager

Pay Rate: $20.00 / HR

Full-Time:

Job Summary

The Guest Services Associate is responsible for delivering exceptional hospitality and ensuring a seamless guest experience from arrival through departure. This role serves as a primary point of contact for guests, assisting with check-in and check-out procedures, responding to guest inquiries, coordinating requests with other departments, and ensuring the highest level of personalized service.

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Guest Experience

• Welcome and greet guests warmly upon arrival and provide a professional first impression of the property.
• Assist guests with check-in and check-out procedures.
• Provide information about hotel amenities, dining, activities, and local attractions in the Hudson Valley.
• Anticipate guest needs and provide personalized service throughout their stay.

Front Desk Operations

• Answer incoming phone calls and respond to guest inquiries in a professional and timely manner.
• Manage reservations, room assignments, and guest information using the property management system.
• Process payments, billing inquiries, and daily financial transactions.
• Maintain accurate records of guest reservations and payments.

Communication & Coordination

• Communicate with housekeeping, maintenance, food and beverage, and management to fulfill guest requests.
• Coordinate special guest services such as transportation, dining reservations, spa appointments, or local recommendations.
• Ensure accurate communication during shift changes through logs or reports.

Problem Resolution

• Address guest concerns and complaints promptly and professionally.
• Escalate complex issues to the Front Office Manager or Manager on Duty when necessary.
• Follow service recovery procedures to maintain guest satisfaction.

Property Presentation

• Maintain a clean, organized, and welcoming front desk and lobby environment.
• Ensure guest service areas reflect the standards of a luxury hospitality property.

Education

• High school diploma or equivalent required.
• Hospitality or tourism education preferred.

Experience

• 1–2 years of experience in hospitality, customer service, or guest-facing roles preferred.
• Previous hotel front desk experience is a plus.

Skills

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to multitask in a fast-paced hospitality environment
• Basic computer and reservation system knowledge
• Professional appearance and demeanor

Work Conditions

• Ability to work flexible schedules, including shifts from 7:00 AM to 3:00 PM and 3:00 PM to 11:00 PM, based on operational needs.
• Weekend and holiday availability is required.
• Ability to stand for extended periods and occasionally lift light items (10–20 lbs).

Key Competencies

• Customer-focused mindset
• Attention to detail
• Professional appearance and demeanor
• Conflict resolution
• Time management

Position Guest Services Agent

Division Troutbeck Hospitality LP

Location Troutbeck Hospitality LP

This position is currently accepting applications.