Job Vacancy Guest Service Agent Castle Rock Asset Hospitality Management LLC

Job title: Guest Service Agent

Company: Castle Rock Asset Hospitality Management LLC

Job description: The Front Desk team members have some of the very first interactions with our guests, so having pleasant, professional and efficient Guest Service Representatives is a must. In this position, you will handle a combination of duties including check-in and check-out processes, answering questions, keeping record of room availability and guest accounts, making, confirming and cancelling reservations and computing bills and collecting payment upon check-out. You should take the initiative to interact with guests in a warm and friendly manner while ensuring that all of their needs are met throughout their stay. Incredible guest service and communication skills are necessary for this position as you will be directly guest-facing at all times.


  • Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
  • Speak using clear and professional English; answer telephones using appropriate etiquette.
  • Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
  • Secure payment; activate/reissue room keys.
  • Verify/adjust billing for guests.
  • Count and secure bank at beginning and end of shift.
  • Ensure rates match market codes, document exceptions.
  • Communicate to appropriate staff when guests are waiting for an available room.
  • Advise guest of messages.
  • Clear departures in computer system.
  • Coordinate with Housekeeping to track room status and guest concerns.
  • File guest paperwork or documentation.
  • Operate telephone switchboard station.
  • Run and check daily reports, contingency lists, and credit card authorization reports.
  • Supply guests with directions and information.
  • Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
  • Arrange transportation for guests/visitors.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
  • Comply with quality assurance standards.
  • Cash guests’ checks, process all payment types, vouchers, paid-outs, charges, and provide change.
  • Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Stand, sit, or walk for an extended period of time.
  • Have access to reliable transportation and follow attendance policy


  • Respond to any reasonable task assigned by Front Office Managers and Supervisors.
  • Assist in other areas of the operation as needed.
  • Notify Loss Prevention/Security of any reports of theft.
  • All other duties as assigned.


Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required.



Expected salary:

Location: Tampa, FL

Job date: Wed, 24 Aug 2022 07:14:59 GMT

Apply for the job now!

Leave a Reply

Your email address will not be published. Required fields are marked *

Sounds like you're looking for a job!
Leave your email for us to send the latest job vacancies to your email.
Subscribe Now