Cater to hotel guests’ every whim.
In a hotel, the Guest Service Agent is the first and last person a guest sees during their stay. As a Guest Service Agent, you man the front desk, doing everything from answering general questions to taking reservations to checking people in and out.
A Guest Service Agent’s job is all about customer service, so get ready to provide topnotch help to guests of all kinds. You answer phones, take reservations, make key cards, process payments, call Bellhops to help guests with their bags, and, in general, handle any problems that might come up. You also answer questions about the hotel, give guests directions to points of interest in the area, and suggest activities that they can try in the city.
In many positions, this job is a cross between a Concierge and a Customer Service Agent. You not only handle the business and sales aspect of a guest’s hotel stay, but also give them whatever assistance they need.
This is a pretty important role since you have direct contact with hotel guests. You make sales by encouraging room upgrades or offering deals for returning guests. You also do your best to make guests feel welcome and excited to stay at the hotel.
If they don’t feel like you’re very helpful or welcoming, it can impact their entire stay and make them think badly of the hotel. So even on days that you don’t feel like working with people, pressure’s on to wear that smile and extend that helping hand!