Guest Service Agent

DoubleTree by Hilton Deerfield Beach Boca Raton•Deerfield Beach, FL

13d

About The Position

The Guest Service Agent greets, registers, and serves hotel guests in a friendly and courteous manner while following hotel, brand, and sustainability standards. The role supports guest satisfaction by responding to requests, resolving complaints, handling reservations and payments, and assisting with other hotel needs as required. The schedule varies and may include holidays, weekends, and alternate shifts. During peak periods or when staffing assistance is needed, the agent may assist in the breakfast area or help guests with luggage. The role offers a growth path to Front Desk Supervisor or Sales Coordinator, and subsequently to Front Office Manager or Sales Manager.

Requirements

Previous customer service experience or equivalent training is required.
High school diploma or equivalent preferred.
Knowledge of PMS systems preferred.

Nice To Haves

High school diploma or equivalent.
Knowledge of PMS systems.

Responsibilities

Greet guests promptly and offer assistance with their needs.
Register guests and assign 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, escalating them to a supervisor when necessary.
Secure guests’ valuables in the 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 improve 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 help guests with luggage when staffing assistance is needed or during peak periods.
Perform other duties as requested by management.