Guest Services Agent

WINDSOR CAPITAL GROUP•Arcadia, CA

6d•Onsite

About The Position

Windsor Hospitality is seeking a Guest Service Agent to join their team. This role is crucial as the first and last point of contact for guests, responsible for managing check-ins and check-outs, addressing guest needs, processing payments, and acting as a friendly and knowledgeable representative of the hotel. The Guest Service Agent will collaborate with other departments like Housekeeping and Bell Services to ensure a smooth guest experience. The ideal candidate will enjoy interacting with people, remain composed under pressure, and be dedicated to providing exceptional service.

Requirements

Clear verbal communication and active listening skills; able to speak professionally and listen carefully to guest needs.
Ability to use personal judgment and specialized hotel knowledge to provide accurate information and resolve guest situations.
Fine motor dexterity; ability to operate a computer keyboard, switchboard, and PMS system accurately throughout the shift.
Strong interpersonal skills; ability to deal with guests, co-workers, and officials of all backgrounds with tact and courtesy.
Flexibility to manage shifting priorities and cope effectively with interruptions during a fast-paced front desk shift.
High attention to detail; ability to manage room availability records, guest accounts, and financial transactions accurately.

Responsibilities

Greet all arriving guests with a warm, welcoming attitude and provide outstanding customer service throughout their interaction at the Front Desk.
Issue room keys and provide escort instructions to the Bell Person or directly to the guest as appropriate.
Date-stamp, sort, and rack incoming mail and messages.
Check guests in and out efficiently, ensuring accurate information is collected, recorded, and processed in the property management system.
Transmit and receive messages using hotel communication equipment including telephone, fax, and switchboard.
Receive and process advance registration payments as needed.
Provide guests with knowledgeable information about hotel facilities, services, and local attractions.
Handle guest inquiries, requests, and complaints promptly and professionally; resolve issues to ensure guest satisfaction.