Guest Service Agent at Bolton White Hotels & Apartments

Job Summary

• A Guest Service Agent is responsible for providing excellent customer service to hotel guests by handling check-ins, check-outs, reservations, and inquiries. 
• They serve as the primary point of contact for guests, ensuring a seamless and pleasant stay.

Key Responsibilities
Front Desk Operations:

• Welcome guests warmly and assist with check-in and check-out procedures.
• Process room assignments, key issuance, and payments accurately.
• Maintain guest records and update profiles in the hotel management system.

Guest Assistance & Customer Service:

• Respond to guest inquiries, requests, and concerns professionally.
• Provide information on hotel services, amenities, and local attractions.
• Handle special requests such as room upgrades, late check-outs, or special accommodations.

Reservations & Billing:

• Manage room reservations and cancellations efficiently.
• Process payments, issue invoices, and ensure accurate billing.
• Assist with night audits and daily financial reconciliation as needed.

Problem Resolution & Communication:

• Address guest complaints and escalate unresolved issues to management.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs.
• Follow up on guest concerns to ensure satisfaction.

Compliance & Professionalism:

• Adhere to hotel policies, safety procedures, and service standards.
• Maintain a professional appearance and demeanor at all times.
• Uphold confidentiality and security measures regarding guest information.

Requirements

• High school diploma or equivalent; a degree in Hospitality Management is a plus.
• Previous experience in front desk, guest services, or customer service (preferred).
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency in hotel management software (e.g., Opera, PMS) and basic computer skills.
• Ability to handle stressful situations and multitask effectively.
• Attention to detail and a strong commitment to guest satisfaction.
• Flexibility to work shifts, weekends, and holidays.
• Multilingual skills (preferred but not required).