About The Position
The Guest Service Agent is the frontline ambassador for WS Management's Outrageous Hospitality, providing warm, efficient, and accurate service to every guest during check-in, check-out, and throughout their stay. This role sets the tone for the guest experience and plays a key part in guest satisfaction, loyalty, and brand success. GSAs embody WS core values (Integrity, Respect for All, Kindness, Empowerment, Creativity, and Results Orientation), as well as support the Three P Philosophy: People, Profit & Planet by ensuring accuracy in financial transactions, protecting hotel assets, and providing exceptional service consistent with Brand standards. This is a non-exempt (hourly paid) position.
Requirements
- Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
- High school education or equivalent experience.
- Professional in presentation and demeanor
- Enjoy working with a team
- Demonstrated ability to work under pressure in a busy environment
- Ability to accurately follow instructions, both verbally and written
- Ability to cross-train in other hotel related areas
- Must show initiative, including anticipating guest and operational needs
Responsibilities
- Deliver Outrageous Hospitality Greet every guest with warmth, positivity, and genuine engagement following the 10/5 Rule.
- Anticipate guest needs and personalize interactions to create memorable experiences.
- Provide clear, accurate information about the hotel, amenities, and local area.
- Resolve concerns with fairness, urgency, and kindness using WS service recovery standards.
- Accurate & Efficient Front Desk Operations Perform check-ins, check-outs, payment processing, and room assignments accurately.
- Verify identification, payment methods, and reservation accuracy.
- Follow all cash-handling, credit card, and fraud-prevention procedures.
- Maintain accuracy in the PMS with guest profiles, notes, incidents, and room status .
- Communication & Team Collaboration Keep open and clear communication with Housekeeping, Maintenance, and Leadership.
- Update room statuses, special requests, and guest issues promptly.
- Use approved communication channels (Teams, radio, email) professionally.
- Support the team by assisting with tasks outside the desk when appropriate.
- Ensure to Maintain Cleanliness of Employee shared spaces (Ie. Breakrooms, Bathrooms)
- Follow Brand & WS Standards Uphold all front office brand standards.
- Maintain a clean, organized, and guest-ready desk at all times.
- Ensure lobby and public areas remain clean using the ABC Rule (Always Be Cleaning).
- Protect guest information, privacy, and security.
- Safety, Security & Asset Protection Follow all safety procedures, including emergency response protocols.
- Report suspicious activity, hazards, or maintenance issues immediately.
- Protect hotel property with accurate key control and equipment handling.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
