Guest Service Agent Job Description

Whenever a person enters a prestigious hotel, he/she is first welcomed and greeted by the guest service agent, normally seen at the front office. Guest service agent responsibilities are basically concerned with taking care of the guests and ensuring that all the services are being rendered in a friendly and efficient manner.

He/she basically serves as the first point of contact for the guests and ensures that high degree of quality services are being offered to the visitors.

The primary responsibility of a guest service agent is to provide professional services in a courteous manner. He/she is responsible for efficient handling of the guests and to make sure that they check in and check out as per the rules and regulations.

He/she makes sure that the visitors remain satisfied and content with the services that are being offered, and also take feedback from their guests as to how their services can be improved.

The points mentioned below will help you in giving a better and more clear idea as to what exactly are the key responsibilities that are being carried out by a guest service agent:

Key Responsibilities of a Guest Service Agent

• To greet and welcome the guests who are checking in, arrange for the collection and storage of their luggage
• To pay close attention and carefully listen to the needs of the guests and to attend to their special needs
• If there are any issues, he/she is responsible for apologizing in an empathetic manner and then sorting out the problems in a calm and quiet manner
• To keep a track of the current hotel accommodations and ensure that the hotel registration procedures are carried out appropriately
• To promptly respond to the customer's inquiries and demands, and make arrangements for the subsequent services by coordinating with the other department
• To promote the products and services of the hotel, so that there is maximum flow of cash ensuring better business growth

In addition to these responsibilities,

• He/she keeps himself abreast with the latest developments in the hotel and reviews and updates it.
• He is also responsible for ensuring that the bills generated are posted to appropriate accounts by co-ordinating with the accounts department.
• He/she is responsible for obtaining the necessary and relevant approvals and signatures and makes sure that the rules and regulations are being followed by them.
• He/she makes sure that the registrations are in accordance with the management's practices.
• He/she is equally responsible for maintaining the health and safety regulations and makes sure that the interior as well as the surroundings of the hotel are clean and maintained in a good condition.

Skills Required For Guest Service Agent

• To ensure success as a guest service agent, an individual should be totally customer-centric and have good listening skills.
• He/she should have good problem-solving skills with attention to details.
• He/she should be able to demonstrate effective communication skills and should be extremely well organized and behave in a professional manner.
• willing to take on additional responsibilities whenever there is a need, and should be able to build a professional and healthy relationship with the internal members as well as customers.
• comfortable working in a team environment and should be able to motivate others to deliver quality services to their guests.
• good marketing skills to promote the services of their hotel, thus leading to better business.

Educational Background

The minimum qualification required to make an entry as a guest service agent is a high school diploma or general educational diploma. Those who have had previous exposure in customer service industry have definitely got more chances of being selected for these jobs. A relevant certification in business management or hospitality would prove to be an advantage.

Work Schedule

Being in a service oriented industry, the guest service agent should be flexible to work right from the mornings till late nights, depending on the business needs of the hotel he/she is employed in. He/she may be required to work in rotational shifts at times.

Salary Details

The average salary for a guest service agent is $21,000. The entry level job seekers can get a minimum starting salary of $18,000, while the maximum can go up to $26,000. It also varies depending on the experience, skills, educational background, geographical location, type, and size of the hotel he/she is working for.

Career Prospects

There are bright career prospects for those aspiring to enter in this industry. The opportunities look promising and those with higher educational qualifications can definitely look for career advancement to higher positions.

Thus, to become a complete professional, you must be able to shoulder the guest service agent responsibilities efficiently and effectively.