Guest Services Agent - Hospitality

Onni Group of Companies•Seattle, WA

9d•$23 - $24•Onsite

About The Position

The Guest Services Agent is responsible for registering guests, managing reservations and providing information about rooms, rates and amenities. This role handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. The agent is responsible for resolving customer complaints, assisting customers in all inquiries in connection with services, hours of operations, key personnel, in-house events, and directions. They respond to all guest requests in an accurate and timely manner, making recommendations based on local knowledge and Level practices. The role ensures an efficient reception experience for guests, including check-in/check-out, and complete audit procedures. The Guest Services Agent also handles telephone reservations and changes with prompt courtesy, applying the hotel’s selling strategy and thorough understanding of the offerings and segmenting, to increase revenue and maximize profit. Additionally, they process packages, faxes, messages, and mail, coordinate the storage room by storing and retrieving guest luggage and packages, and assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Valet Parking and lobby coverage. Basic trouble-shooting support for in-room services such as Internet, TV, and movies is also provided. This role works closely with Valet Parking Staff to ensure smooth handling of guest vehicles, luggage, deliveries, and special requests. This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

Requirements

High School Degree or equivalent
Front Office/Concierge experience in hotel, residential or customer focused industry
Proficiency in MS Outlook, MS Word, MS Excel, and MS Windows required
Must have excellent customer service and interpersonal skills
Excellent oral and written communication skills
Ability to work well within a team

Responsibilities

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Responsible for resolving customer complaints, assists customers in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
Ensures an efficient reception experience for guests, including check in/out, and complete audit procedures.
Communicates with Guest Service Manager any relevant feedback from guests and/or other departments.
Handles telephone reservations and changes with prompt courtesy, applying the hotel’s selling strategy and thorough understanding of the offerings and segmenting, to increase revenue and maximize profit.
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Coordinates the storage room by storing and retrieving guest luggage and packages.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Valet Parking, and lobby coverage.
Provides basic trouble-shooting support for in-room services such as Internet, TV, movies, and internet service.
Works closely with Valet Parking Staff to ensure smooth handling of guest vehicles, luggage (if applicable), deliveries and special requests.
Performs other duties are required.