Guest Services Agent Job Description

Guest Services Agent Job Description

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Guest services agent provides exceptional concierge information to our guests about Vancouver area attractions, restaurants, theatres, special events and other available services.

Guest Services Agent Duties & Responsibilities

To write an effective guest services agent job description, begin by listing detailed duties, responsibilities and expectations. We have included guest services agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Knowledgeable of immediate area, services, attractions, and events
Assisting guests in navigating our gorgeous property and providing information on Resort services
Contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction
Be able to perform all Ideal Services checklists AM, PM, and Overnight
Compute bills, collect payments (or authorize credit) and make change for guests
Greet guests in a friendly and warm manner
Oversee all cash/credit card transactions and maintain a personal bank
May make restaurant, transportation or entertainment reservations for guests
Answer phones and relay messages to guests and associates
Complete a daily shift audit and balance all account settlements, charges

Guest Services Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Guest Services Agent

List any licenses or certifications required by the position: CPR, AED

Education for Guest Services Agent

Typically a job would require a certain level of education.

Employers hiring for the guest services agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Education, Hospitality, General Education, Management, Tourism, Communications, Hotel Management, Technical, Computer, Hospitality Management

Skills for Guest Services Agent

Desired skills for guest services agent include:

Emergency procedures and assist as needed
Hotel promotions
Attractions
Events
Immediate area
Services
Proper cash handling procedures
Fire and emergency procedures
Resort amenities any special events
Tours/groups

Desired experience for guest services agent includes:

Book reservations for guests and owner, process check-in/check-out of guests, collect rent money, process any guest credits and/or charges
Act as advocate for guests during their stay including efficient processing of all guest inquiries and/or complaints to appropriate personnel in order to maintain the highest level of guest satisfaction during their stay
To follow Front Office department policies, procedures and service standards
Perform guest check-ins both behind the front desk on a mobile device in the lobby based on business levels and needs
Handle all guest issues and feedback tactfully and efficiently, ensuring prompt resolution for the guest effective internal follow up
Ability to attend trainings, provided and retain and apply gained knowledge

Guest Services Agent Examples

1

Guest Services Agent Job Description

Job Description Example
Our company is looking for a guest services agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest services agent
  • Accepts reservations, changes and cancellations in the absence of CORE Department Staff
  • Ability to select and block rooms for arriving guests
  • Greeting all guests in a friendly and warm manner
  • Overseeing all cash/credit card transactions and maintain a personal bank
  • Ensuring the highest level of guest service by embracing the Delta Service philosophy of being Welcoming, Engaging and Exceeding our guests expectations
  • Maintain a favourable working relationship with fellow colleagues in Housekeeping and in the Maintenance, with colleagues throughout the hotel/company
  • Perform other duties in Front Office as assigned
  • Interacts with all guests
  • You will ensure that proper payment methods are collected along with recording any special requests from the guest
  • You will follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
Qualifications for guest services agent
  • Must be available to work a variety of shifts including overnights and weekends
  • Physical requirements include the ability to work long hours, Ability to stand for long periods of time without sitting or leaning
  • Applicant must already be legally entitled to work in People’s Republic of China
  • OnQ Experience a plus
  • Judgment - Supports and explains reasoning for decisions
  • Fresh Grads are welcomed
2

Guest Services Agent Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of guest services agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for guest services agent
  • To perform check in, check out duties and receive payments for guests
  • Maintain Department standards
  • Process check-in/check-out of guests, collect money, process any guest credits and/or charges
  • Responsible for key control and change bank accountability
  • Perform clerical duties such as typing and computer data input processing as necessary
  • To properly use the supplies, equipment and to ask for requisitions accordingly
  • To call the duty manager, AFOM or FOM for advice in serious cases or if an approval is required
  • To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly
  • To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time
  • To properly follow all CID and local government requirements concerning hotel guests and files
Qualifications for guest services agent
  • Must be able to type accurately (at least 35 words per minute)
  • At least two years’ experience in a service industry with direct contact with the public, preferably in the hospitality industry
  • Must be able to work a full shift standing
  • Must have a flexible schedule including availability on weekends and holidays
  • High school diploma or equivalent experience/training Ability to accomplish necessary tasks on a computer
  • Member of the Hilton GO program giving you access to discounted room and F&B rates worldwide
3

Guest Services Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of guest services agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for guest services agent
  • To be aware of forged currency and travellers checks and to respect all the financial and audit procedures
  • To monitor room status and discrepancies
  • To properly use all the equipment and Opera Management system, to have a perfect knowledge of the set ups
  • Issue temporary badges
  • Organizes and maintains lobby / front desk areas
  • Works collaboratively within the facility management and transportation team
  • Identify potential risks and escalate, to ensure no incident or disruption to the Client’s operations
  • Additional job duties, as requested
  • Be able to perform all front desk agent checklists AM, PM and Overnight
  • Be able to use the hotel telephone systems
Qualifications for guest services agent
  • Prepare for guest arrivals of the day
  • This position requires a minimum formal education of a high school diploma or equivalent
  • Service- minded, result and self-driven
  • Fire Safety Director Certification preference (but not required at time of hire)
  • Minimum 1 year Front of House experience working in a luxury brand hotel, or equivalent, is required
  • Must be legally permitted to work in Egypt
4

Guest Services Agent Job Description

Job Description Example
Our company is looking for a guest services agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest services agent
  • Assist in management and execution of the hotels pre-arrival, during stay and pre-departure calls
  • Perform as “backup buddy” in the absence of a loyalty ambassador
  • Assist in the management of hotels text messaging and email correspondence with guests
  • Work closely with all operating departments on the execution of our property VIP program
  • Maintain lobby presence during peak times in an effort to greet guests, escort guests and assist in management of front drive during high demand periods
  • Assist in the planning and execution of lobby activations during peak demand periods
  • Providing all guests at the resort with a superior, personalised and memorable experience by greeting and assisting guests with any query/requirements in a professional and timely manner
  • Taking ownership for any guest issues or queries and working collaboratively with the rest of the Front Office team and other areas of the resort to resolve them in a timely and effective manner
  • Handling telephone queries professionally and in line with resort requirements
  • Provide Distinguished Hospitality that aligns with the pillars our mission statement
Qualifications for guest services agent
  • Career journey with the world's largest hotel company
  • Employee 'Explore rates' offered through network of 6,500 hotels
  • Opportunity to join a pre-opening hotel
  • Guest Check-in and Check-out
  • Experience using Opera will be considered highly favorably
  • Collect and process payments for reservations with outstanding balances, reservations not paid at time of online booking, declined credit cards
5

Guest Services Agent Job Description

Job Description Example
Our growing company is looking for a guest services agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for guest services agent
  • Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events
  • Maintain knowledge of upcoming events, local area, and hotel offerings
  • Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping
  • Operate reservation, property management and credit card systems, following all safety and security procedures
  • Operate phone system and disperse calls as required by your shift
  • Never say a guest’s room number or personal information out loud
  • Lock and secure area if leaving the front desk
  • Ensure all calls are answered timely and in a “scripted” manner
  • Resolve guest complaints to exceed expectations
  • Assists guests with check out payments or charges
Qualifications for guest services agent
  • Intermediate Microsoft office experience highly preferred
  • A positive ‘can-do’
  • A flexible approach with the ability to identify and successfully implement new initiatives and problem-solving solutions
  • A collaborative and open communication style
  • Experience of working with a Property Management System – preferably Opera (mandatory)
  • High school certificate or equivalent qualification (required) with Tertiary qualifications (desirable)

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