Guest Service Agent
On-siteSouthbury, Connecticut, United States
Job Summary
Greet guests warmly, manage check-in and check-out procedures, and handle reservations using hotel property management software. Respond to inquiries, requests, and complaints while providing information on amenities, services, and local attractions. Process billing, payments, and cash transactions accurately, coordinate with housekeeping and maintenance for room readiness, and answer phone calls and emails. Maintain guest records and front office documentation, upsell rooms and services when appropriate, and support overall front office operations. This shift-based role includes evenings, weekends, and holidays, requiring frequent standing, walking, and guest interaction in a fast-paced environment. No travel required; position is fully property-based.
Required Qualifications
- High school diploma or equivalent
- Ability to work in a fast-paced, guest-facing environment
- Frequent standing during entire shift
- Frequent walking and guest interaction throughout shift
- Occasional lifting/carrying up to 25–50 lbs
- Flexible schedule, including evenings, weekends, and holidays
Desired Qualifications
- Hospitality degree
- Previous customer service or hospitality experience
- Strong customer service and guest engagement skills
- Excellent communication and interpersonal abilities
- Strong problem-solving and conflict resolution skills
- High attention to detail and accuracy
- Ability to multitask in a fast-paced environment
- Basic computer skills and familiarity with reservation systems (PMS)
- Strong time management and organizational skills
- Ability to work effectively as part of a team
- Professional appearance and demeanor
- Hospitality certifications
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