JOB OVERVIEW
The Guest Services & Reservations Agent is responsible for delivering exceptional, personalized service to every guest while managing front desk and reservation functions with accuracy and accountability. This role serves as a key point of contact for guests, ensuring a seamless experience from arrival to departure. Success in this position requires strong attention to detail, proactive communication, and full ownership of guest satisfaction and operational responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Deliver outstanding guest service by creating a welcoming, attentive, and solution-oriented environment for all guests
- Answer and direct phone calls promptly and professionally, ensuring all inquiries are handled with care and efficiency
- Accurately manage reservations, check-ins, and check-outs, maintaining complete ownership of each guest interaction
- Take accountability for guest satisfaction by proactively addressing concerns, resolving issues, and following through to completion
- Communicate effectively with supervisors regarding group status, guest needs, and operational updates
- Coordinate closely with housekeeping to prioritize VIP arrivals and ensure rooms are ready to standard
- Promote room upgrades, packages, and resort amenities that enhance the guest experience and maximize revenue opportunities.
- Maintain clear and detailed shift communication, including group updates, sales strategies, and pending guest follow-ups
- Conduct courtesy calls to ensure guest satisfaction and identify opportunities to enhance the stay experience
- Proactively anticipate guest needs and take thoughtful initiative to deliver attentive, personalized assistance.
- Handle administrative tasks including guest accounts, billing, wake-up calls, and special requests with precision and care
- Maintain a clean, organized, and fully stocked front desk and work area
- Ensure accurate cash handling procedures, including balancing drawers, verifying deposits, and closing shifts responsibly
- Communicate and document early/late arrivals, departures, stayovers, and special requirements clearly
- Uphold strict key control procedures to ensure guest safety and security
- Report maintenance concerns and work orders promptly and follow up to ensure timely completion and guest satisfaction.
- Support fellow team members and collaborate across departments to ensure daily operational goals are achieved and service standards are maintained.
- Complete all shift checklists thoroughly and take ownership of assigned responsibilities
- Demonstrate a willingness to mentor and train new associates while fostering a positive and team-oriented work environment.
- Perform additional duties and responsibilities as assigned by the Supervisor or General Manager.
EXPERIENCE
- Basic computer knowledge
- Previous hospitality, reservations, customer service, or hotel experience preferred.
- Experience providing exceptional guest service in a fast-paced environment is highly desirable.
