Guest Service Agent

Courtyard Los Angeles Pasadena/Old Town•Pasadena, CA

About The Position

Greet, register, and serve hotel guests in a friendly and courteous manner while following hotel, brand, and sustainability standards. The Guest Service Agent handles reservations, room assignments, payments, guest communications, requests, and complaints; supports bookkeeping and guest satisfaction efforts; and may assist with breakfast service or luggage during busy periods or when staffing requires it. The role also includes following workplace safety practices and performing other duties requested by management.

Requirements

Previous customer service experience or equivalent training is required.

Nice To Haves

High school diploma or equivalent preferred.
Knowledge of PMS systems preferred.

Responsibilities

Greet guests promptly and offer assistance with their needs.
Register guests and assign hotel rooms.
Establish payment methods and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and make change.
Transmit and receive messages using telephones or the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, escalating them to a supervisor when necessary.
Secure guests’ valuables in a hotel safe or safe-deposit boxes when in-room safes are unavailable.
Perform bookkeeping activities, including balancing accounts and conducting audits.
Monitor guest satisfaction scores and work to increase 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 with guest luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.