Job Description
Job DescriptionGuest 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.