Guest Service Agent

Hersha Hospitality Management LP•Olathe, KS

11d

About The Position

The Guest Service Agent greets, registers, and services hotel guests in a friendly and courteous manner, following hotel, brand, and sustainability standards. The role supports guest satisfaction through front-desk service, payment handling, reservations, communications, and complaint resolution. Depending on staffing needs or peak periods, the agent may also assist in the breakfast area or with guest luggage. The work schedule varies and may include holidays, weekends, and alternate shifts.

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 methods of payment 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 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 required or during peak periods.
Perform other duties as requested by management.