Guest Service Agent

Palm Beach Marriott Singer Island Beach Resort & Spa•Riviera Beach, FL

About The Position

The Guest Service Agent role involves greeting, registering, and providing services to guests in a friendly and courteous manner, ensuring adherence to hotel/brand and sustainability standards. Key responsibilities include managing guest needs, handling reservations, processing payments, and resolving complaints. The position also entails performing bookkeeping tasks, monitoring guest satisfaction, and maintaining safe work practices. Agents may also assist in the breakfast area or with luggage during busy periods. This role offers a clear career progression within the hotel, with potential advancement to Front Desk Supervisor or Sales Coordinator, and further to Front Office Manager or Sales Manager.

Requirements

High School diploma or equivalent preferred.
Previous customer service experience or equivalent training required.

Nice To Haves

Knowledge of PMS systems preferred.

Responsibilities

Immediately greet guests and offer to assist with their needs.
Register and assign guests to hotel rooms.
Establish methods of payment and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and make change for guests.
Transmit and receive messages, using telephones or the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, elevating to supervisor if necessary.
Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
Perform bookkeeping activities, such as balancing accounts and conducting audits.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.