Guest Services Agent

Innisfree 62s; United States; On-site; USD 16,000 - 23,000; Full time

Job summary

Innisfree Hotels is seeking a Guest Service Agent to warmly greet guests, assist with check-in/check-out, and handle reservations and payments. The role emphasizes service, accuracy, and a friendly, professional demeanor in a fast-paced environment.

You will maintain high standards of appearance, support guest requests, and resolve issues calmly while adhering to credit and inventory procedures. Strong English communication and a team-player attitude are essential.

Qualifications

• High school diploma or equivalent.
• 1 year of customer service experience preferred.
• Ability to interpret written or scheduled instructions.
• English communication skills required.
• Knowledge of reservation and POS systems.
• Computer skills and ability to multitask are preferred.
• Teamwork and independence in a fast-paced environment.

Responsibilities

• Greet guests upon arrival and assist with check-in/check-out.
• Handle reservations and cancellations and process guest payments.
• Provide exceptional service and resolve conflicts calmly.
• Maintain appearance and follow uniform standards.
• Support guests with special requests and directions as needed.
• Adhere to credit and inventory control procedures.

Skills

Customer service

English proficiency

Multitasking

Attention to detail

Team player

Autonomy

Education

High school diploma

Tools

Reservation system

POS system

Job description

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard. Location: Holiday Inn Resort FWB Pay Type: Hourly Pay starting at (based on experience): 14.50 USD

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.

Essential Duties and 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.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth. At Innisfree Hotels, our culture underpins our success. We foster a workplace that promotes personal growth and service to humanity. We create opportunities for our employees and associates to participate in the creation of a more civil society and place great value on creativity, collaboration, and innovation. Our culture resonates from our corporate office to our properties, resulting in great experiences for our guests.