Guest services agents generally operate the front desk of a hotel (or similar establishment) and are chiefly responsible for handling guest check-ins, check-outs, and other customer-service functions. They may also be responsible for customer complaints, handling cash, and informing visitors of hotel rules, as well as providing additional information to assist the guests.
At the front desk, guest services agents must be familiar with hotel check-in software and be able to solve errors within the software quickly. They also may be asked for certain information such as local directions or advice on where to go or what to eat.
Many guest services agents work alongside other guest services agents, particularly in a large hotel. Additionally, management for the hotel may be located near the front desk and it is necessary to communicate with managerial staff on matters concerning the day-to-day running of the hotel. Guest services agents shifts may vary, as hotels often provide guest services around the clock. While it is common for guest services agents to work at the front desk, they may also work in other areas of the hotel tending to certain guest problems.
Many guest services agents are employed and trained on the job, as each hotel runs in its own way and has its own customer service procedures. However, previous experience in front desk responsibilities, customer service, and/or in a hotel setting may be beneficial to prospective employees.
Guest Services Agent Tasks
- Calculate bills, collect payments and document interactions.
- Answer questions, escalate complaints, and ensure that the lobby remains clean and pleasant.
- Greet, register, and assign rooms to guests, and provide information and paperwork.