Guest Service Agent

Sandman Hotel Group•Irving, TX

About The Position

The Guest Service Agent is the face of the hotel and is responsible for creating a warm, welcoming, and friendly environment for guests. The role involves checking guests in and out, assisting with luggage, answering questions, arranging transportation, handling reservations and payments, and responding to inquiries in person, by telephone, and by email. The agent also completes regular front-desk and shift procedures, keeps the desk stocked and tidy, and shares relevant information with guests and staff. As a front-line representative, the agent is expected to present a positive, professional image and help exceed guest expectations. The employer describes a competitive compensation package, flexible scheduling, personal development, and career growth. Team perks include complimentary and discounted hotel stays, restaurant discounts, employee events and recognition, training, career advancement opportunities, an Employee Assistance Program, referral rewards, preferred rates for Dallas Stars games, insurance coverage, and milestone rewards.

Requirements

Completion of a two-year apprenticeship program in front desk operations or hotel management is preferred.
One year of experience as a Hotel Front Desk Clerk is preferred.
Experience in all aspects of customer service and people management.
Strong working knowledge of accounting practices and principles.
Ability to analyze and interpret client needs and offer appropriate options, solutions, and resolutions.
Exceptional conflict-resolution, negotiation, and objection-handling skills.
Effective verbal and written communication skills.
High proficiency with Opera/Opera Cloud.
Excellent customer-relations skills.
Time-management skills.
Ability to adapt to change and handle multiple priorities under pressure.
Eagerness and focus on exceeding guest expectations.
Must be legally entitled to work in the United States of America.

Nice To Haves

Completion of a two-year apprenticeship program in front desk operations or hotel management.
One year of experience as a Hotel Front Desk Clerk.

Responsibilities

Provide a warm, welcoming, and friendly environment.
Check guests in and out of the hotel.
Assist guests with luggage and issue room keys, pamphlets, discount cards, and other items.
Answer guest questions and arrange transportation.
Respond to telephone, email, and in-person inquiries from clients, business partners, and other parties.
Book telephone reservations.
Compute bills, collect payments, and make change for guests.
Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with the departing shift.
Print updated in-house, arrival, departure, and room-status reports every two hours.
Check all unresolved departures.
Ensure the front desk is stocked with items guests may need before housekeeping leaves for the day.
Record wake-up call requests on the specified form and enter them on the switchboard.
Complete welcome calls.
Keep the front desk area clean and tidy.
Refer inquiries to appropriate individuals, divisions, or departments.
Present a positive and professional image of the organization to visitors, suppliers, and others encountered through the role.
Provide staff and/or clients with information about special activities.
Observe and report security issues to the Manager.

Benefits

Competitive compensation package
Flexible schedule
Free parking
Discounted hotel stays and family and friends rates
Ongoing employee events, incentives, and recognition
Growth opportunities and career advancement from within
Dedicated training program
Employee Assistance Program, including free mental health support and legal and financial counselling
Referral rewards for referring a friend or family member
Preferred rates for Dallas Stars NHL games
Group life insurance
Extended health, dental, and vision care
Complimentary stays
Milestone rewards
Restaurant-brand discounts