Guest Service Agent/Front Desk

Guest Service Agent/Front Desk-0001-11-30T00:00:00-04:00

Waterloo, NY

The Guest Service Agent interacts with our guests and ensures they have a great experience when they stay at the property. Responsible for responding to guest calls or inquiries about room reservations, to provide information and reserve rooms for guests coming to the property. The Guest Service Agent will continue the arrival experience by ensuring clear communication with guests, obtaining all necessary information and providing the guest a room that meets their expectations. Well versed in promotions, events, pricing, and sales strategy to meet the guest’s request.


 Answer incoming calls within three rings with appropriate greeting and assist with reservations, confirmations, and room need requests. Explain products, service and other information about the property as requested.

 Sell, process, enter and confirm room reservations using selling techniques and strategies.

 Maintain knowledge of current property events, activities, and hours of operation as well as dining options currently available. Ensure all brand required training is completed as directed.

 Greet guests warmly and perform registration procedures. Provide guests with appropriate room assignment, room keys, and directions to the room, while up-selling when appropriate.

 Verify payment for stay including incidental costs by obtaining credit information.

 Assist guests with issues and complaints, with empathy and a focus on guest satisfaction. Use supervisor support when necessary.

 Maintain accurate logs of mail, packages, parcels or other items for guest delivery.

 Accurate accounting of cash bank assigned to each agent.

 Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due. Post charges to guest accounts as designated.

 A professional appearance and demeanor required. A uniform and nametag are required at all times.

 Perform additional duties as assigned.


Previous guest service and reservations experience preferred. Excellent customer service skills. Pleasant and helpful personality. Meets or exceeds brand standard guest service scores. Must speak fluent English. Depending on business demands this individual may be asked to work additional hours, flexible schedule, and/or perform additional job responsibilities. Will be required to lift, carry, walk, sit, push, and pull throughout the shift.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

We are an equal opportunity employer committed a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

A criminal background check, results of which are not necessarily a bar to employment, is required. We are a drug free workplace.

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