Guest Services Agent

Troutbeck Operator•Amenia, NY

12d•$20

About The Position

The Guest Services Associate is responsible for delivering exceptional hospitality and ensuring a seamless guest experience from arrival through departure. This role serves as a primary point of contact for guests, assisting with check-in and check-out procedures, responding to guest inquiries, coordinating requests with other departments, and ensuring the highest level of personalized service.

Requirements

High school diploma or equivalent required.
1–2 years of experience in hospitality, customer service, or guest-facing roles preferred.
Excellent communication and interpersonal skills
Strong problem-solving abilities
Ability to multitask in a fast-paced hospitality environment
Basic computer and reservation system knowledge
Professional appearance and demeanor
Ability to work flexible schedules, including evenings, weekends, and holidays.
Ability to stand for extended periods and occasionally lift light items (10–20 lbs).
Customer-focused mindset
Attention to detail
Professional appearance and demeanor
Conflict resolution
Time management

Nice To Haves

Hospitality or tourism education preferred.
Previous hotel front desk experience is a plus.

Responsibilities

Welcome and greet guests warmly upon arrival and provide a professional first impression of the property.
Assist guests with check-in and check-out procedures.
Provide information about hotel amenities, dining, activities, and local attractions in the Hudson Valley.
Anticipate guest needs and provide personalized service throughout their stay.
Answer incoming phone calls and respond to guest inquiries in a professional and timely manner.
Manage reservations, room assignments, and guest information using the property management system.
Process payments, billing inquiries, and daily financial transactions.
Maintain accurate records of guest reservations and payments.
Communicate with housekeeping, maintenance, food and beverage, and management to fulfill guest requests.
Coordinate special guest services such as transportation, dining reservations, spa appointments, or local recommendations.
Ensure accurate communication during shift changes through logs or reports.
Address guest concerns and complaints promptly and professionally.
Escalate complex issues to the Front Office Manager or Manager on Duty when necessary.
Follow service recovery procedures to maintain guest satisfaction.
Maintain a clean, organized, and welcoming front desk and lobby environment.
Ensure guest service areas reflect the standards of a luxury hospitality property.