Hotel Guest Service Agent

We are seeking a reliable and dynamic Guest Service Agent who has open availability to work morning and/or evening shifts (6am-2pm and 2pm-10pm). Your enthusiasm and dedication will create memorable experiences for our guests. You will be the friendly face and helpful voice that welcomes visitors, manages guest inquiries, and ensures smooth check-in and check-out processes. Your energy and professionalism will set the tone for an exceptional stay, fostering guest satisfaction and loyalty. Responsibilities Welcome guests immediately with genuine friendliness. Communicate clearly and positively, actively listen to requests, respond appropriately, and provide accurate details about outlet hours and local attractions. Carry out the registration process by easily entering or retrieving information from the computer system, confirming relevant details like guest count and room rates, promoting Marriott Bonvoy programs, selecting rooms to match guest needs, coding electronic keys, discreetly confirming room numbers and rates, and preparing welcome folders with keys, certificates, and coupons as needed. Complete daily checklists to ensure reports are accurate and filed, utilize analysis and judgement when creating room discrepancy reports. Authorize credit cards electronically, manage cash transactions, balance your assigned house bank, verify other payment types, perform calculations accurately, and correctly post charges to guest rooms and accounts. Answer the phone promptly using clear English, log messages in the computer system, and communicate messages to guests. Stay calm and alert during emergencies or busy periods, making informed decisions and adapting procedures as needed for unusual situations. Revenue allowances should be approved only after considering alternative solutions. Address guest complaints thoroughly, researching and negotiating effective resolutions to issues such as conflicts over pricing or inadequate heating/air conditioning. Prepare daily forecasts for arrivals and departures, applying analysis and judgement. Resolve discrepancies between Front Desk and Housekeeping records using analytical skills. Record transactions in the Package Log. Notify guests about received packages. Use the photocopier to duplicate necessary documents. Perform additional duties as assigned, which may include assisting Front Office Manager, Night Audit, or Manager on Duty roles. Required Skills/Abilities: Strong interpersonal skills to effectively handle challenging customers, requiring patience, tact, and diplomacy to diffuse tension, gather information, and resolve disputes. Ability to accurately enter and retrieve data using moderately complex computer systems. Hearing and visual acuity to detect signs of emergencies. Effective listening skills and clear spoken English. Ability to stand and move throughout the front office area while continuously carrying out essential tasks. Education and Experience: A high school diploma is required, though equivalent education, training, or experience that provides the necessary knowledge, skills, and abilities will also be considered. Previous hospitality or customer service experience is preferred but not required. Experience with Lightspeed PMS is an advantage. Physical Requirements: Able to bend, stoop, reach overhead, walk, stand, and move around the front desk area, performing essential functions without interruption. Job Type: Full-time Pay: $17.00 per hour Expected hours: 32 – 40 per week Benefits: Employee discount Work Location: In person