Guest Service Agent

Westin Dallas Fort Worth Airport•Irving, TX

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 by handling arrivals, reservations, payments, communications, and requests, and by resolving complaints or escalating them when needed. The agent may also assist in the breakfast area or with guest luggage during peak periods or when additional staffing is required. The position offers a growth path to Front Desk Supervisor or Sales Coordinator, and potentially to Front Office Manager or Sales Manager.

Requirements

Previous customer service experience or equivalent training is required.
High school diploma or equivalent preferred.

Nice To Haves

Knowledge of PMS systems preferred.

Responsibilities

Immediately greet guests 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 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 increase departmental and overall guest satisfaction.
Follow safe work practices, wear protective safety equipment, and comply with MSDS and OSHA standards.
Assist in the breakfast area or help guests with luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.