Guest Services Agent - Part Time

Garner by IHG; San Juan (PR); On-site; USD 17,000 - 22,000; Full time

Job summary

Garner by IHG in San Juan, Puerto Rico, is seeking a friendly Guest Services Agent for our front desk team. You will be the face of the hotel, delivering warm, efficient check-in and check-out while handling guest inquiries and requests.

This role requires strong communication, bilingual Spanish and English, and the ability to adapt to a 24/7 schedule. You will coordinate with housekeeping and maintenance, support administrative tasks, and help ensure memorable stays for every guest.

Qualifications

• Previous hotel guest services or customer service experience preferred.
• Strong interpersonal and communication skills.
• Ability to stay calm and professional under pressure.
• Fully bilingual in Spanish and English.
• Proficient with hotel management software and standard office applications.

Responsibilities

• Provide front desk check-in/check-out with warm, efficient service.
• Assist guests with inquiries and requests to enhance the stay.
• Maintain awareness of daily operations and events via notices.
• Handle phone inquiries with professional etiquette (within three rings).
• Coordinate with housekeeping and maintenance to meet guest needs.
• Support night audit balancing and daily sales reconciliation.

Skills

Front desk experience

Interpersonal communication

Bilingual Spanish-English

Organizational skills

Conflict resolution

Hotel software proficiency

Tools

Hotel management software

Office applications

Job description

We are seeking a friendly and professional Guest Services Agent to join our front desk team. In this role, you will be the face of our hotel, providing exceptional service to guests while ensuring their stay is comfortable and enjoyable. Your responsibilities will encompass a wide range of guest interactions, inquiries, and administrative tasks to support overall hotel operations. Our hotel operates 24/7, and team members must be flexible and ready to adapt their schedules based on business demands.

Key Responsibilities:

• Guest Service Excellence: Provide the highest level of service to guests at the front desk, ensuring a warm, welcoming, and efficient check-in and check-out experience.
• Guest Engagement : Interact with guests to promote a friendly atmosphere, encouraging feedback and building rapport to enhance the overall experience
• Operational Knowledge: Stay informed about daily hotel operations by reviewing the event sheet, bulletin boards, and other communication tools to keep up to date with changes, new procedures, and special events.
• Room and Rate Knowledge: Understand room types, rates, packages, discounts, and promotions, utilizing this knowledge to assist guests effectively and maximize revenue opportunities.
• Room Assignments: Perform guest registration, room assignments, and accommodate special requests to enhance the guest experience throughout their stay.
• Cash Handling: Follow all cash handling and banking procedures, ensuring accuracy during guest check-outs and handling of safe deposit boxes (if applicable).
• Phone Etiquette: Answer incoming calls promptly and professionally, adhering to proper etiquette and ensuring inquiries are addressed efficiently (within three rings).
• Checklists and Procedures: Be familiar with daily operational checklists (AM, PM, and night shifts) to ensure smooth transitions between shifts and maintain high operational standards.
• Night Audit Responsibilities: Assist in balancing night audit transactions for daily sales journals, ensuring accuracy in reconciliations for the Front Desk and outlets.
• Problem Resolution: Effectively address and resolve guest complaints and difficult situations with a professional, positive attitude and in accordance with hotel policies.
• Communication and Coordination: Collaborate with housekeeping, maintenance, and other departments to coordinate guest needs and maximize guest satisfaction.
• Administrative Support: Perform various administrative tasks, including data entry, filing, and reporting, to support front desk operations and management.

Minimum Qualifications:

• Previous experience in a hotel guest services role or similar customer service position is preferred.
• Strong interpersonal and communication skills, with a guest-focused personality.
• Ability to remain calm and professional under pressure, effectively managing difficult situations.
• Self-motivated with strong organizational skills and attention to detail.
• Proficient in using hotel management software and standard office applications.
• Fully bilingual in Spanish and English is required to effectively communicate with diverse guests and team members.

Why Join Us?

• Become Part of Our Dynamic Team: Join a fun and supportive crew dedicated to delivering exceptional service and creating memorable experiences for our guests.
• Empower Your Growth: Take advantage of extensive opportunities for professional development and advancement within the culinary and hospitality industries, nurturing your skills and career aspirations.
• Celebrate Diversity and Inclusion: Experience a vibrant workplace where diverse perspectives are welcomed, and every team member contributes to an inclusive culture.
• Thrive in Collaboration: Engage in a collaborative environment where your ideas and contributions are valued, fostering creativity and innovation.
• Join Us in Making WOW Moments: Be part of a team that prioritizes excellence, growth, and the creation of unforgettable hospitality experiences.

Equal Employment Opportunity (EEO) Disclaimer: We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We celebrate and encourage diversity, and we are dedicated to creating an inclusive environment for all employees.