Job Summary

We are seeking a friendly, professional, and customer-focused Guest Service Agent to join our hotel team. The Guest Service Agent is responsible for welcoming guests, managing reservations, handling check-ins and check-outs, and ensuring an exceptional guest experience throughout their stay.

Key Responsibilities:
Greet guests warmly and provide excellent customer service
Check guests in and out efficiently using hotel management software
Handle room reservations, cancellations, and modifications
Answer phone calls, emails, and guest inquiries
Provide information about hotel amenities, services, and local attractions
Resolve guest concerns and complaints professionally and promptly
Process payments and maintain accurate billing records
Coordinate with housekeeping and maintenance teams regarding room status and guest requests
Maintain a clean and organized front desk area
Follow hotel policies, safety procedures, and confidentiality standards

Qualifications:
High school diploma or equivalent required
Previous hotel, hospitality, or customer service experience preferred
Strong communication and interpersonal skills
Ability to multitask in a fast-paced environment
Basic computer skills and familiarity with hotel reservation systems
Professional appearance and positive attitude
Flexible schedule, including weekends, holidays, and evenings

Preferred Skills:
Experience with PMS systems such as Opera, Jonas Chorum
Bilingual or multilingual abilities
Problem-solving and conflict-resolution skills
Cash handling and payment processing experience

Physical Requirements:
Ability to stand for extended periods
Ability to lift light luggage or office supplies when needed
Comfortable working in a busy hospitality environment

Benefits:
Employee discounts on hotel stays
Health and wellness benefits
Paid time off

Atrium Hotel

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Guest Service Agent