• Guest Services Agent

    Posted: 07/17/2022

    The key goal of a Guest Services Agent is to achieve customer satisfaction and preform administrative roles in the hotel. As a Guest Services Agent, you’re the guests’ first point of contact and manage all aspects of their accommodation. A Guest Services Agent works to ensure an organized and friendly interaction between the hotel and its guests. A GSA will help create a pleasant and memorable stay for our guests. Guest Service Agents will report directly to the Guest Services Manager.

    Role and Responsibilities

    • Perform all check-in and check-out tasks according to Walnut Beach standard operating procedures
    • Complete daily checklists and tasks to maintain organization at the Front Desk in an efficient and timely manner
    • Make and manage online, phone and email reservations and advise callers regarding rates and packages
    • Verify and register guests by collecting necessary information (like contact details and exact dates of their stay)
    • Provide information about the hotel, available rooms, rates and amenities
    • Respond to guest complaints and requests in a timely and professional manner
    • Demonstrate proficient understanding of the hotel software systems (RoomKeyPMS and Visionline)
    • Demonstrate understanding of Microsoft Word and Excel
    • Understand how travel planning websites operate, like Booking.com and Expedia
    • Communicate with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
    • Communicate with housekeeping and maintenance departments to ensure prompt responses to guest needs and of any changes throughout the day
    • Upsell additional packages and services, when appropriate
    • Report any accidents or injuries to senior management staff immediately
    • Comply with company procedures and safety policies
    • Answer internal and external phone calls and emails and direct guests to the appropriate department
    • Greet guests and visitors as they enter the resort
    • Complete check outs and check ins and receive payment
    • Be knowledgeable about Walnut Beach Resort amenities and policies in order to advise guests accurately
    • Post and balance payments and charges on guest folios
    • Anticipate guest needs in order to provide seamless and exceptional service
    • Receive and respond to guest concerns and address them promptly with the appropriate manager as needed
    • Count and verify individual cash floats and maintain responsibility for all cash received and given out
    • Prepare reports as required
    • Arrange transportation or other services for guests
    • Protect all confidential information of our guests, our colleagues and company, and our business associates.
    • Other duties as assigned.
    Job Requirements/Qualifications:

    Qualifications and Education Requirements:

    • Previous Front Desk or other hospitality experience preferred
    • Previous experience with Roomkey Property Management System an asset
    • Strong interpersonal and problem-solving skills
    • Excellent communication and organizational skills
    • Ability to work cohesively as part of a team as well as independently
    • Ability to focus on guest needs, remain calm and professional at all times
    • Able to work flexible hours including days, evenings, weekends and holidays
    • Must have a valid work permit

    Physical Requirements

    • Must be able to stand for extended periods of time
    • Ability to maintain regular, punctual attendance
    • Must be able to lift and carry up to 50lbs
    • Must be able to talk, listen and speak clearly
    Job Application Process:

    Send your resume to career@walnutbeachresort.com with GSA in the subject line.

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