Guest Services Agent – Front Desk Telephone Support

About the role

The Guest Services Agent is the voice of the hotel, handling all inbound and outbound guest communications. You will ensure every call, request, and message is recorded, processed, and resolved promptly, contributing to a seamless guest experience.

Key responsibilities

• Answer, log, and process guest calls, requests, and concerns via the telephone switchboard.
• Manage wake‑up calls, screening calls, do‑not‑disturb, call forwarding, conference calls, and TDD relay calls.
• Activate/deactivate guest room message lights and provide internet access instructions.
• Test communications equipment and coordinate with the provider’s support line when needed.
• Dispatch bell or valet staff, and liaise with other departments to resolve guest issues.
• Maintain accurate message records, follow up with guests, and ensure satisfaction.
• Adhere to company policies, report safety incidents, and uphold uniform and appearance standards.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior work experience required.
• No supervisory experience or certifications needed.

Required skills

• Telephone switchboard operation.
• Basic computer and POS system usage.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.

What we offer

• Full‑time employment in a global hospitality brand.
• Opportunities for career growth and development.
• Inclusive and diverse workplace culture.