Guest Service Agent

Job Description

Job Description

Guest Services Agent (Front Desk Agent)

Reports To : Front Office Manager / Assistant Front Office Manager

Department : Front Office

Position Summary

The Guest Services Agent is the first point of contact for guests and plays a key role in delivering exceptional hospitality. This position is responsible for performing check-in and check-out services, handling guest requests, resolving concerns, and ensuring each guest has a memorable stay in accordance with the high standards of the Westin Poinsett Greenville.

Key Responsibilities

Front Desk Operations

Warmly welcome guests upon arrival and provide a seamless check-in / check-out experience.

Verify guest reservations, issue room keys, and process payments accurately.

Respond promptly to guest requests, inquiries, and complaints with professionalism and care.

Coordinate with Housekeeping and Engineering to ensure guest rooms are ready and issues are resolved quickly.

Maintain accurate guest records, preferences, and profiles in property management systems.

Customer Service & Communication

Provide knowledgeable information about hotel amenities, services, and local attractions.

Offer assistance with directions, restaurant reservations, and transportation needs.

Anticipate guest needs and follow through to ensure satisfaction.

Handle difficult situations calmly and professionally, escalating to leadership as needed.

Cash & Record Handling

Balance cash drawers and maintain accurate records of all transactions.

Post charges, process payments, and manage billing inquiries.

Follow established procedures for handling credit cards, cash, and hotel accounts.

Teamwork & Standards

Work closely with Bell / Valet, Concierge, and other departments to ensure smooth operations.

Uphold brand and service standards, ensuring the lobby and front desk areas are presentable.

Adhere to all safety, security, and confidentiality procedures.

Qualifications

High school diploma or equivalent required; hospitality or business coursework preferred.

Previous hotel or customer service experience strongly preferred.

Excellent verbal and written communication skills.

Strong organizational skills and attention to detail.

Ability to multitask and remain calm under pressure.

Proficiency with computers and property management systems (e.g., Marriott / Opera experience preferred).

Professional appearance and positive, guest-focused attitude.

Work Environment

Fast-paced, guest-facing role requiring extended periods of standing.

Flexible schedule including evenings, weekends, and holidays.