15 Guest Service Agent Skills for Your Career and Resume

Guest service agents are responsible for providing excellent customer service to hotel guests. They often have a wide range of responsibilities, from handling check-in and check-out to providing information about the hotel and its amenities. Because of the nature of the job, guest service agents must have strong customer service skills. If you’re interested in becoming a guest service agent, learning about the necessary skills can help you prepare for the job.

Attention to Detail

Attention to detail is the ability to notice small details and make adjustments accordingly. For example, if a guest asks for a specific drink by name, you should be able to identify it quickly and accurately. This ensures that your guests receive what they want and reduces the chance of them becoming frustrated or dissatisfied with their experience at the restaurant.

Similarly, attention to detail can help you remember important information about your guests, such as their names, favorite dishes or any other data that may be useful in providing exceptional service.

Flexibility

Flexibility is the ability to adapt to changing circumstances. As a guest service agent, you may need to be flexible in order to meet your company’s goals and provide guests with exceptional service. For example, if a guest has special requests or needs assistance locating an item, you may need to change your schedule to accommodate them. Being flexible can help you maintain composure and ensure that all of your guests are satisfied.

Hotel Booking Systems

Hotel bookings are a common service that guest service agents provide. Having knowledge of the hotel’s booking system and how to navigate it can help you serve guests more efficiently. You may also need to answer questions about room types, amenities and other details related to reservations.

Room Assignments

Room assignments are the rooms guests reserve when they book a hotel room. As a guest service agent, you should know how to assign rooms and be familiar with the layout of the property so you can answer any questions about where specific rooms are located. You may also need to explain the amenities each room has or what the differences between similar rooms are.

Communication

Communication is the ability to convey information clearly and concisely. As a guest service agent, you may need to communicate with customers over the phone or in person. Strong communication skills can help you provide excellent customer service by answering questions accurately and thoroughly. You can also use your communication skills when communicating with coworkers about scheduling shifts or discussing customer concerns.

Problem Solving

Problem solving is the ability to identify and resolve issues. Guest service agents use problem-solving skills when a guest has an issue with their payment or account, they need assistance locating a product in the store or if there’s a technical error on the company’s website. Being able to solve these types of issues can help you provide excellent customer service and ensure your guests have a positive experience at the retail location.

Guest Check-In/Check-Out

Guest check-in and check-out is a crucial part of the guest service agent’s job. They should be able to greet guests, take their information and direct them to the correct areas in the building. When it comes time for guests to leave, the guest service agent should thank them for visiting and wish them safe travels.

The ability to check guests in and out quickly can help reduce wait times and increase customer satisfaction. It also ensures that the hotel has accurate records of who is staying at the property.

Patience

Patience is the ability to remain calm and composed in stressful situations. Guest service agents often need patience when dealing with customers who are upset, confused or frustrated. For example, if a customer has an issue that requires research, it’s important for the agent to remain patient while they wait for the results. This ensures that the agent can provide the best possible solution to the customer’s problem.

Resolving Complaints

Guest service agents often receive complaints from customers about products or services. Resolving these issues can help you maintain a positive reputation for your company and ensure customer satisfaction. To resolve complaints, try to understand the perspective of both parties involved in the situation. Then, brainstorm solutions that may satisfy all parties.

Taking Messages

Guest service agents often take messages for their coworkers and managers. Taking messages ensures that customers receive the attention they need from the right person, which can help you build rapport with your guests and improve customer satisfaction. You can also use taking messages as an opportunity to learn more about your company’s structure and how different departments work together.

Answering Phones

A guest service agent often receives calls from customers and other employees. It’s important to be friendly, professional and attentive when answering the phone. You can use your phone skills to help you navigate through a call or direct it to someone else if you’re unable to answer a question.

You may also need to take messages over the phone, so it’s helpful to have good note-taking skills. Taking notes ensures that you remember details about the message and can relay them accurately to the appropriate person.

Upselling

Upselling is the process of suggesting additional products or services to a customer. For example, if a guest orders a sandwich and drink combo, you might suggest they try one of your specialty milkshakes. This can help increase revenue for the business while also providing guests with an experience that meets their needs. To upsell effectively, it’s important to understand what each product offers so you can explain why someone may want to purchase it.

Customer Service

Customer service skills are the abilities you use to interact with customers and provide them with a positive experience. Customer service agents often greet guests, answer their questions and resolve any issues they have while visiting your business. Your customer service skills can help you make your customers feel valued so they’ll return to your business in the future.

Filing

Guest service agents often need to file paperwork, which involves organizing and storing documents in a logical manner. For example, guest service agents may be responsible for filing applications, contracts or other forms that customers sign when they open an account with the bank. Filing is also important because it helps ensure that all of the necessary information is available if someone needs to review it later.

Maintaining Supplies

Guest service agents often need to maintain supplies, such as pens and paper, for their guests. They should be able to keep track of the supply levels so they can order more when needed. Guest service agents also may have to replenish supplies if a guest uses them up. For example, if a guest writes on a piece of paper with a pen, the agent should replace that piece of paper.

How Can I Learn These Guest Service Agent Skills?

There are a few ways that you can learn the necessary skills to become a Guest Service Agent. Many hotels offer on-the-job training for entry-level positions, which can give you the chance to learn the ropes and get a feel for the job before you start working independently. You can also look for online courses or tutorials that can teach you the basics of hotel bookkeeping, customer service, and phone etiquette. Finally, consider reading up on some of the most common guest complaints and how to resolve them; this will give you a head start on being able to handle any issues that may come up during your shift.