Guest Service Agent

Welcome to our Guest Service Agent hiring opportunity!
We're excited to find a dedicated individual who thrives in delivering exceptional service and creating memorable experiences for our guests. If you're passionate about hospitality and eager to make a difference, we'd love to hear from you. Join us in making every guest feel valued and welcomed!


o Respond promptly and professionally to incoming messages and phone calls, providing a warm
and welcoming greeting to guests.
• Address guest inquiries, requests, and concerns with efficiency and courtesy.
• Provide essential information about hotel amenities, services, policies, and local attractions.
• Replying to Guest Messages:
o Monitor and promptly respond to guest messages received via various communication
channels, including email, chat, and social media.
o Show empathy and a personalized approach while addressing guest concerns and
resolving issues to their satisfaction.

o Submitting and Monitoring Maintenance Requests:
o Coordinate guest-reported maintenance issues by promptly submitting work orders to
the maintenance team.
o Follow up on maintenance requests to ensure timely resolution and communicate
updates to guests.
• Supporting Property Level Teams (Housekeeping and Maintenance):
o Collaborate closely with housekeeping and maintenance teams to ensure smooth
operations and excellent guest experiences.
o Assist with coordinating housekeeping services and maintaining high cleanliness
standards across the properties.

• Managing Reservation Requests:
o Handle reservation inquiries and booking requests with professionalism and accuracy. Call potential guests as necessary as possible.
o Utilize the hotel's reservation system to manage bookings, update guest information,
and process payments.

• Addressing Special Requests and VIP Services:
o Cater to special requests from guests and provide VIP services, enhancing their overall
stay experience.
o Coordinate with appropriate departments to fulfill unique guest requirements.

• Customer Relationship Management:
o Maintain guest records and ensure all interactions and requests are logged in the hotel's
database.
o Build and maintain strong relationships with guests, promoting guest loyalty and repeat
business.

• Guest Satisfaction and Feedback:
o Proactively seek guest feedback and reviews, aiming to exceed expectations and
enhance guest satisfaction.
o Use guest feedback to identify areas for improvement and suggest strategies to enhance
the guest experience.

Non-Negotiable Items:
1. Reliable Internet Speed: Needs to be tested during the hiring process
Minimum 50 Mbps download speed for primary internet connection.
Backup internet connection with at least 50 Mbps download speed for redundancy.
2. Minimal Power Outage Issues:
The location should have minimal power outages to avoid disruptions in work.
3. Dual Monitors: Needs to be tested during the hiring process
Two monitors are preferred to enhance productivity and facilitate multitasking.

We are looking for someone who has experience in STR based in US and has worked as a Guest Services Agent.
TOOLS we use:
Duve
Cloudbeds
Breezeway
Dialpad
Lynx
Airtable
Airbnb, Booking. com Extranet, Expedia Extranet

This is a 40 hours per week schedule - we'd like you to be flexible.
Think you're up for the challenge? Send us a message with a link to your updated resume and let’s see if you’re the perfect fit!