What Does a Guest Service Agent Do?

Guest service agents are the face of many companies. They greet customers as they enter a business, answer questions about products and services, and try to make their experience as positive as possible.

Guest service agents may also be responsible for providing additional customer service during interactions with other employees or vendors. This might include helping customers place orders, answering questions about product availability, or resolving any issues that arise during their visit.

Guest Service Agent Job Duties

Guest service agents typically have a wide range of responsibilities, which can include:

• Providing information regarding attractions, activities, and events taking place while guests are in town
• Arranging transportation for guests, such as arranging ground transportation via taxi or shuttle service or booking airline reservations
• Providing concierge services such as room service delivery, dry cleaning pickup and delivery, and message delivery
• Upselling products to increase revenue for the company by encouraging guests to purchase additional items or services during their stay
• Answering questions about hotel policies and procedures, including information about check-in and check-out times, parking arrangements, etc.
• Assisting guests with their luggage and storing it safely until they check in or out of their room
• Greeting guests upon check-in and offering assistance with baggage if needed
• Checking guests into their rooms upon their arrival to the facility using a computerized system
• Performing clerical tasks such as updating records of guest activity or processing credit card payments for room charges or other services provided by the hotel

Guest Service Agent Salary & Outlook

Guest service agents’ salaries vary depending on their level of education, years of experience, and the company they work for.

• Median Annual Salary: $36,000 ($17.31/hour)
• Top 10% Annual Salary: $66,500 ($31.97/hour)

The employment of guest service agents is expected to decline over the next decade.

The growth rate for these workers will be slower than average because automation, such as self-checkout systems at retail stores, is expected to increase efficiency and reduce the need for guest service agents. In addition, some establishments may choose to have fewer guest service agents on staff in order to reduce costs.

Related: Guest Service Agent Interview Questions and Answers

Guest Service Agent Job Requirements

A guest service agent typically needs to have the following qualifications:

Education: Guest service agents are typically required to have a high school diploma or GED. Some employers may prefer candidates who have completed a hospitality or business program.

Training & Experience: Guest service agents typically receive on-the-job training from their supervisors or managers. This training may include learning the hotel’s policies and procedures, as well as the computer and phone systems they will use while on the job. Training may also include a period of shadowing other guest service agents before working independently.

Certifications & Licenses: Certifications can prove an individual’s qualifications to current and prospective employers. Guest service agents can earn certifications to gain more practical knowledge of their responsibilities, test their skills and further advance their career.

Guest Service Agent Skills

Guest service agents need the following skills in order to be successful:

Communication skills: Communication skills are essential in this role. You’ll be communicating with customers, other service agents and managers, so it’s important to be able to speak clearly and concisely. You’ll also need to be able to listen to and interpret information from customers and managers.

Empathy and compassion: Empathy is the ability to understand another person’s feelings and compassion is the ability to feel those feelings with them. As a guest service agent, you may be the first person a customer speaks to or the last person they speak to. You may be the person who helps them solve a problem or the person who helps them feel better after a problem. Empathy and compassion are important skills to have as a guest service agent because they allow you to connect with customers and make them feel heard and understood.

Problem-solving skills: Problem-solving skills are essential for customer service representatives. You may encounter a situation where a customer is dissatisfied with a product or service, and you’ll need to find a solution to their problem. You may also need to help customers find a solution to their own problem. For example, if a customer is having difficulty using a self-checkout machine, you may need to help them find a solution.

Time management skills: Time management skills are important for guest service agents, as they may be responsible for multiple tasks at once. For example, if a customer is checking in and another is checking out, the guest service agent may need to prioritize their tasks to ensure they complete each task in a timely manner. This can help them provide excellent service to their customers and keep the lines moving.

Computer skills: Computers are an essential tool for customer service representatives. You should be comfortable using computers and have basic computer skills, such as typing and navigating the internet. Customer service representatives often use computers to enter customer information, process transactions and answer questions.

Guest Service Agent Work Environment

Guest service agents typically work in hotels, resorts, or other lodging establishments. They may also work in casinos, restaurants, or other businesses that have customer contact. They typically work full time, and their hours may include early mornings, late nights, weekends, and holidays. Some guest service agents may be required to work overtime on a regular basis, and some may be on call 24 hours a day. The work can be fast-paced and stressful, and guest service agents must be able to handle difficult customer service inquiries and complaints in a professional and courteous manner.

Guest Service Agent Trends

Here are three trends influencing how Guest Service Agents work. Guest Service Agents will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Growth of the Sharing Economy

The sharing economy is growing rapidly, and this is having a significant impact on the hospitality industry. As more people choose to share their homes, cars, and other possessions, there is an increasing demand for guest service agents who can provide excellent customer service.

Guest service agents who are able to effectively communicate with guests and understand their needs will be in high demand as the sharing economy continues to grow. This means that those who are interested in working in the hospitality industry should focus on developing these skills.

Greater Focus on Customer Experience

As businesses continue to focus on customer experience, guest service agents will need to develop new skills to meet the demands of customers.

Guest service agents will need to be able to understand what customers want and how to deliver it. They will also need to be able to handle difficult situations and be comfortable dealing with complaints. In addition, they will need to be able to manage customer data and understand how to use it to improve the customer experience.

More Attention Paid to Employee Engagement

Employee engagement has become a major focus for many businesses in recent years. This is because employers have realized that a happy and engaged workforce is more productive and efficient.

As guest service agents are in contact with customers on a daily basis, they are in a unique position to influence employee engagement. By providing great customer service and creating a positive work environment, guest service agents can help to create a workplace where everyone feels valued and appreciated.

How to Become a Guest Service Agent

A career as a guest service agent can be both rewarding and lucrative. It’s important to start off on the right foot by getting the right training and certification. Many companies offer in-house training programs, but you may also want to consider taking courses through an accredited school or online program.

Once you have the necessary skills and knowledge, it’s time to put them into practice. Guest service agents work in many different industries, so there are plenty of opportunities for growth and advancement. You could move up the ladder to become a supervisor or manager, or even start your own business.

Advancement Prospects

There are many opportunities for advancement for guest service agents. With experience, guest service agents can move into management positions, such as front desk supervisor or guest services manager. Some guest service agents may also advance to concierge or reservations manager positions.

For guest service agents who wish to move into other areas of the hospitality industry, there are many options. Guest service agents with strong people skills may wish to move into sales or marketing positions. Those with an interest in food and beverage service may wish to become a food and beverage manager. Guest service agents with strong computer skills may wish to move into positions such as reservations manager or even hotel IT manager.

Guest Service Agent Job Description Example

At [CompanyX], we provide our guests with an exceptional experience by offering world-class service. We’re looking for a guest service agent who genuinely enjoys interacting with people and providing them with the information they need to have a great stay. The ideal candidate will be friendly, helpful, and patient, with a strong attention to detail. He or she will be able to handle multiple tasks at once, often under pressure, and maintain a positive attitude at all times. As the first point of contact for our guests, you will play a key role in creating a lasting impression of [CompanyX].

Duties & Responsibilities

• Greet guests with a smile and professional attitude, providing prompt and courteous service
• Check guests in and out of their rooms, ensuring all information is accurate and up to date
• Answer guest questions and requests promptly and efficiently, escalating issues as necessary
• Maintain knowledge of hotel amenities, services, and policies to best assist guests
• Handle guest complaints and concerns in a calm and efficient manner, always striving for a positive resolution
• Balance cash drawer at the end of each shift, keeping track of all transactions
• Process all payments accurately and in a timely manner, including cash, checks, credit cards, and room charges
• Keep front desk area clean and organized, stocking supplies as needed
• Stay up to date on hotel promotions and events to better assist guests
• Complete all required paperwork and reports in a timely and accurate manner
• Adhere to all company policies and procedures
• Assist other departments as needed, including Housekeeping, Maintenance, and Food & Beverage

Required Skills and Qualifications

• High school diploma or equivalent
• 2+ years of customer service experience
• Exceptional communication, interpersonal, and problem-solving skills
• Ability to stay calm under pressure and handle difficult situations with grace
• Basic math skills
• Proficiency in Microsoft Office and ability to learn new software programs quickly

Preferred Skills and Qualifications

• Hospitality or tourism industry experience
• Bilingualism
• Experience working with a reservations system, such as Sabre
• Cash handling experience
• Typing speed of 50+ words per minute