Guest Service Agent in a Hotel: Job Description, Salary & Responsibilities
Read on to find out how to become a guest services agent in a hotel. Explore these professionals' job duties and get insights on certification and salary information.
Career Information at a Glance
Being a guest services agent in a hotel gives you the opportunity to meet new people from all walks of life. You will be the main point of contact for these patrons, whether they are new to the place or old clients coming back to stay, and the first person they will meet when they arrive. A guest services agent is also known as a front desk representative or clerk. Check out the table below to learn about hotel guest services agents.
|Education Required||High school diploma or equivalent|
|Training Required||On-the-job training|
|Key Responsibilities||Answer telephone calls, greet customers, book reservations and assists guests in their stay|
|Job Growth (2020-2030)||15%*|
|Median Pay (2020)||$25,490 annually; $12.26 hourly*|
Source: *O*NET OnLine
What Are the Educational Requirements?
Acquiring a high school diploma or equivalent is the first step for a profession in the hospitality industry, specifically as a guest services agent. You can get an associate degree or bachelor's degree in hospitality management to prepare for this position, but it is not required. Having worked in a customer service job could be a plus.
Do I Need to Undergo Training and Certification?
Many hotels require on-the-job training once you've been hired as a professional guest services agent. These trainings could be informal ones with a guest services manager, supervisor or an experienced guest service agent and could last up to a few weeks.
Once you gain sufficient work experience, you might pursue certifications from organizations like the American Hotel and Lodging Association. These credentials are not necessary, though they could be used to demonstrate your expertise to potential employers. The American Hotel and Lodging Association's Certified Guest Service Professional credential requires candidates to complete a brief training program and pass a multiple-choice exam.
What Does a Guest Services Agent in a Hotel Do?
As a guest services agent, you will be answering telephone calls, booking or cancelling room reservations, greeting customers when they arrive and providing them with their room keys. You will also be coordinating with other departments, such as housekeeping, to assist customers in their stay and make sure their needs are met. You will also be handling complaints from them, if any, and resolve their immediate issues and concerns appropriately.
What Are the Skills Required for the Job?
A guest services agent is the first point of contact for customers, and being an excellent communicator is a must. You should also be organized, computer savvy, detail-oriented and able to handle problems quickly and efficiently. You must also learn the art of multi-tasking and be able to coordinate with other departments in providing excellent service to the guests.
Where Can I Work and How Much Is the Salary?
Guest services agents do not exclusively work in hotels. The skills these professionals possess can also be used to work as reservation agents and front desk clerks in motels, campsites, resorts and other recreational centers. The median salary of a guest services agent is $25,490 annually or $12.26 hourly, based on 2020 statistics from O*NET OnLine.