Front Desk Agent

About the Role

The Guest Service Associate (GSA) serves as the welcoming face of the hotel, ensuring a seamless experience from the moment a guest arrives until their departure. This role is dedicated to providing courteous and professional service, acting as the primary point of contact for inquiries, reservations, and special requests. The position requires a versatile team member who can fluidly transition between the front desk, concierge, and PBX duties to support the guest journey.

Day in the Life

As a GSA, you will be the hub of hotel activity. Your day involves managing guest check-ins and check-outs, verifying payment methods, and assigning rooms while accommodating special preferences. You will coordinate closely with housekeeping and engineering to maintain room status and address maintenance needs promptly. Beyond administrative tasks, you will engage guests in conversation, offer local recommendations, and utilize suggestive selling techniques to promote hotel services. The role demands high emotional intelligence, requiring you to remain composed and positive even during stressful moments, resolving issues immediately to ensure guest satisfaction.

Training and Development

Upon joining, you will receive comprehensive training on the hotel's Property Management System (PMS), including reservation management, credit procedures, and cash handling. You will learn to function as a concierge, making restaurant reservations and providing directions, as well as mastering safety and emergency protocols. The training also covers specific operational standards, such as proper telephone etiquette, uniform compliance, and the handling of mail, packages, and safe deposit boxes.

Hiring Process

Candidates selected for an interview will be required to take a test on the hotel's reservations system (PMS). Employment is contingent upon achieving at least an 80% score on this assessment following the training period. All candidates must also pass a background screening for previous criminal history.

Our Culture

We embrace and respect diversity, fostering a multicultural environment where every guest and team member feels valued. As a smoke-free property, we maintain a clean and healthy atmosphere. We look for individuals who are curious about the world and people, bringing creativity and organizational skills to the team. We value emotional competence, encouraging our staff to stay focused and unflappable under pressure while representing the hotel with a high level of positive energy.