Guest Service Agent

Front Desk Agent

 

Job Summary

 

The dynamic Front Desk Agent / Guest Service Agent will be responsible for serving as the primary point of contact for guests at our luxury Resort, delivering warm, efficient, and personalized service throughout the arrival, stay, and departure process. This role involves performing accurate check-in/check-out procedures, handling reservations and payments, resolving guest inquiries and concerns, upselling opportunities, coordinating interdepartmental requests, and maintaining a professional, welcoming front desk environment in alignment with Westin brand standards and luxury hospitality expectations.

 

 

Key Responsibilities:

 

•Perform efficient and accurate check-in and check-out procedures while warmly welcoming guests and bidding farewell to them.

•Process reservations, modifications, cancellations, and room assignments using the OPERA Property Management System (PMS).

•Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately.

•Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat.

•Resolve guest complaints effectively or escalate to a supervisor, when necessary, always following through to ensure 100% guest satisfaction.

•Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience.

•Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.).

•Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features.

•Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs.

•Manage the switchboard when required: answer calls within three rings, transfer calls, and take accurate messages.

•Process wake-up calls and verify delivery.

•Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations.

•Maintain a clean, organized, professional front desk and lobby area always.

•Adhere to all cash-handling, PCI compliance, and data-privacy policies.

•Assist with group arrivals/departures and VIP handling when required.

•Perform end-of-shift duties including cash drop, shift reports, and handover notes.

•Actively participate in daily briefings and departmental training sessions.

•Perform any other duties as assigned by the Front Office Manager or Supervisor.

 

Requirements & Qualifications:

 

•Minimum 1-2 year of customer-facing experience (previous hotel Front Desk experience strongly preferred).

•Hospitality experience required.

•High school diploma or equivalent; college coursework or diploma in hospitality/tourism is an advantage.

•Proficiency with OPERA Cloud or OPERA PMS is mandatory (candidates must demonstrate hands-on ability during interview).

•Strong computer literacy (Microsoft Office, email, internet) with accurate and quick typing skills (minimum 35-45 WPM).

•Fluent in English (speaking, reading, writing); additional languages (Spanish, French, etc.) are a plus.

•Outstanding communication and interpersonal skills with a naturally friendly and professional demeanor.

•Proven ability to remain calm, courteous, and solution-oriented under pressure.

•Excellent attention to detail and multitasking capabilities in a high-volume environment.

•Professional appearance and adherence to the hotel’s grooming standards always.

•Flexibility to work a variety of shifts including mornings, evenings, nights, weekends, public holidays, and on-call as needed.

 

 

Physical Demands:

•Ability to stand for extended periods.

•Able to lift and carry up to 25 lbs (luggage assistance when required).

•Frequent use of computer keyboard, telephone, and office equipment.

 

Compensation and Benefits:

 

•Hourly rate of CI$ 6.56 per hour plus gratuities

 

 

hourly pay plus gratuities, 50% of medical, 5% pension - equally matched by your employer and 100% paid life insurance by your employer.

 

Pay: KYD6.56 -KYD9.00