Guest Services Agent ("Agente de Servicio al Cliente")
About The Position
The Guest Services Agent performs guest-facing front desk duties in a pleasant, professional, and efficient manner, primarily supporting guests’ needs through registration, checkout, cashiering, reservations, and assistance with hotel information and services. The role contributes to a positive guest experience while following company, departmental, privacy, security, and safety procedures. The agent maintains knowledge of hotel services, facilities, promotions, activities, local attractions, and travel directions; coordinates guest needs with other departments; and follows up on requests and room defects. The position is based at the Renaissance Saint Elm Dallas Downtown Hotel in Dallas, Texas. Work is primarily indoors in a temperature-controlled environment, and schedules may vary with hotel business needs. High school or equivalent education is required; hospitality industry and front desk or customer service experience are preferred.
Requirements
- High school diploma or equivalent education.
- Ability to speak, read, write, and understand the primary language used in the workplace.
- Good verbal, written, and electronic communication skills.
- Knowledge of complex mathematical calculations and computer programs; basic computer and computational skills.
- Knowledge of the basic functions of Windows OS, MS Office, PMS, PBX, key systems, and POS.
- Strong customer relations and leadership capability; ability to handle internal and external customers with patience, tact, and diplomacy and collect accurate information to resolve conflicts.
- Detail-oriented, organized, and able to work independently; strong issue-resolution and analytical skills.
- Ability to perform the essential functions with or without reasonable accommodation.
- Ability to stand and maintain mobility for up to four hours; maneuver between simultaneous activities and work in limited spaces.
- Ability to lift up to 45 pounds and push or pull carts and equipment weighing up to 250 pounds.
- Ability to perform duties involving grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity; occasional bending, stooping, squatting, and stretching for cleaning tasks.
- Finger dexterity and ability to operate computers, printers, a 10-key adding machine, multi-line telephone, filing cabinets, fax machines, photocopiers, a dolly, and other office equipment as needed.
- Regular attendance; ability to work varying schedules according to hotel business needs and attend scheduled training and meetings.
Nice To Haves
- Experience in the hospitality industry.
- Experience in a front desk or customer service role.
Responsibilities
- Greet and welcome guests upon arrival and complete front desk registration and checkout processes.
- Accept and process guest payments, maintain a house bank, prepare accurate daily receipt reports and deposits, cash checks, exchange currency, and balance the cash drawer.
- Acknowledge rewards members and returning guests; manage guest bookings and identify opportunities to upsell or improve guests’ stays.
- Review daily arrival reports and verify special-request reservations, room blocks, VIP identification, billing arrangements, deposits, and notifications to other departments.
- Stay informed about promotions, daily activities, arriving VIPs, in-house groups and conferences, special requests, and scheduled shuttles.
- Answer and transfer calls promptly and accurately; respond to inquiries about hotel policies, services, registration, dining, shopping, entertainment, and directions.
- Coordinate with other departments to meet guest needs; log guest requests and room defects, and follow up to confirm resolution to guests’ satisfaction.
- Maintain knowledge of the hotel, its services and facilities, the local area, and its attractions.
- Maintain lobby cleanliness and organization; assist with reservations, mail, packages, facsimiles, and guest items.
- Attend scheduled training sessions and departmental and hotel meetings.
- Follow privacy, security, safety, company, and departmental procedures; report maintenance problems, hazards, accidents, or injuries.
- Perform other reasonable duties as assigned or requested by managers and supervisors.
- Maintain regular attendance and a neat, clean, well-groomed appearance in accordance with company and property standards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
