Guest Service Agent (PM and Weekends)

Ensemble Hospitality•Philadelphia, PA

About The Position

The Guest Service Agent coordinates and oversees guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests. The role processes and secures payments, reviews guest accounts for billing accuracy, manages room keys, and responds to guest inquiries and requests with appropriate follow-up. The agent maintains accurate guest records and operational awareness by generating contingency reports, reviewing daily reports and logs, and following up on unresolved concerns from previous shifts. The role also educates guests about room features, hotel amenities and services, operating hours, and local attractions; completes cashier functions and shift reports; communicates wake-up calls; balances and secures assigned cash banks; and reports guest incidents involving loss, theft, or security concerns to management. The position requires following company policies and service standards, maintaining a professional appearance, protecting confidential information and company assets, and providing warm, attentive service. Agents communicate professionally with guests and colleagues, accommodate guests with disabilities according to company standards, support team objectives, and perform additional duties assigned by management. The job description notes extended periods standing or sitting and handling items weighing up to 10 pounds without assistance.

Requirements

Follow all company policies, procedures, and service standards.
Maintain a neat, professional appearance in accordance with company grooming and uniform standards.
Protect confidential information and safeguard company assets.
Communicate clearly and professionally with guests and associates, including proper telephone etiquette.
Build and maintain effective working relationships with colleagues and support team objectives.
Remain on feet or seated for extended periods as required by business demands.
Lift, carry, push, pull, or move items weighing up to 10 pounds without assistance.

Responsibilities

Coordinate guest check-ins, check-outs, reservations, reservation changes, cancellations, and special requests.
Verify, process, and secure payments; review and reconcile guest accounts for billing accuracy.
Issue, activate, and manage guest room keys.
Respond promptly to guest inquiries, requests, and messages, following up to resolve them.
Generate and maintain contingency reports for accurate guest records in emergency situations.
Educate guests about room features, hotel amenities and services, operating hours, and local attractions.
Investigate and follow up on unresolved guest concerns or outstanding requests from previous shifts.
Review daily operational reports and logs to stay aware of hotel activities and guest needs.
Complete cashier functions and end-of-shift reports in designated systems.
Receive, document, and communicate wake-up call requests to the appropriate department.
Balance and secure assigned cash banks at the beginning and end of each shift.
Process cash and credit card transactions, vouchers, corrections, and miscellaneous charges, and provide accurate change.
Report guest incidents involving loss, theft, or security concerns to management.
Follow company policies, procedures, service standards, quality assurance standards, and service excellence expectations.
Promptly report accidents, injuries, unsafe conditions, and maintenance concerns to management.
Maintain a neat, professional appearance in accordance with grooming and uniform standards.
Protect confidential information and safeguard company assets.
Welcome guests warmly and professionally, anticipating and exceeding their expectations and creating a positive experience.
Accommodate and assist guests with disabilities in accordance with company standards.
Communicate clearly and professionally with guests and associates, including proper telephone etiquette.
Build and maintain effective working relationships with colleagues and support team objectives.
Perform additional duties and responsibilities assigned by management.