Guest Service Agent
The Guest Services Agent delivers welcoming, responsive, and accurate service to Village Realty guests before, during, and after their stay. The role supports reservations, arrivals and departures, guest communications, payments, local recommendations, service requests, issue resolution, and coordination with operations and property teams while maintaining accurate records and protecting guest and company information.
Essential Responsibilities
• Welcome guests in person, by phone, text, email, or approved messaging channels and provide courteous, timely, and accurate assistance throughout the guest journey
• Support guest arrivals and departures, including registration, identity or reservation verification, access instructions, keys or credentials, check-in and check-out procedures, and related documentation
• Create, modify, and review reservations within delegated authority; confirm stay details, rates, policies, payments, special requests, and property or location information accurately.
• Respond to guest questions, requests, complaints, and service issues; resolve routine matters and coordinate promptly with housekeeping, maintenance, operations, reservations, or leadership when additional support is required.
• Process authorized payments, deposits, refunds, adjustments, and other front-desk transactions accurately; follow cash-handling, payment-card, fraud-prevention, and documentation requirements.
• Maintain accurate guest profiles, reservation notes, incident records, shift logs, access information, lost-and-found records, and other front-desk documentation in Village Realty systems.
• Communicate property, amenity, transportation, event, and local-area information and provide recommendations consistent with Village Realty service standards and current operating information.
• Monitor front-desk communications, arrivals, departures, open guest requests, access needs, and operational alerts; complete clear handoffs to the next shift or responsible team.
• Protect guest privacy, payment information, keys and access credentials, company assets, and confidential business information while following safety, security, and emergency procedures.
Decision Making and Scope
Primary decisions: May prioritize routine guest-service requests, provide standard information, complete authorized reservation or account updates, coordinate service recovery within established guidelines, and route operational needs to the appropriate team.
Escalation points: Escalate emergencies, safety or security concerns, suspected fraud, significant guest disputes, property damage, missing access credentials, payment disputes, privacy concerns, unusual refunds or compensation, and commitments outside delegated authority.
Financial or asset responsibility: Accountable for authorized guest payments and transactions, assigned cash or payment devices when applicable, keys and access credentials, front-desk equipment and supplies, and confidential guest, payment, and business information.
-
Education: High school diploma or equivalent required. Hospitality, tourism, business, customer-service, or related coursework is preferred.
-
Experience: Previous hospitality, guest services, reservations, retail, customer-service, or related guest-facing experience preferred. Equivalent combinations of education and relevant experience may be considered.
-
Licenses and certifications: Maintain any location-specific license, permit, or certification required by law or company policy. A valid driver license may be required if driving is an essential duty at the assigned location.
-
Technology: Ability to use property-management and reservation systems, payment systems, email, messaging tools, Microsoft Office or similar applications, phones, and other front-desk technology; ability to learn company systems quickly.
-
Other requirements: Ability to work a flexible hospitality schedule that may include early mornings, evenings, weekends, holidays, and overtime; communicate professionally with guests; handle confidential information; and remain composed during busy or challenging service situation
Preferred Qualifications
-
Vacation-rental, hotel, resort, lodging, concierge, reservations, or other hospitality experience.
-
Demonstrated success delivering strong guest or customer service, resolving concerns, and maintaining accurate transactions and records.
-
Experience with property-management or reservation systems, payment processing, guest messaging, local recommendations, or shift-based operations.
Knowledge Skills and Abilities
-
Hospitality service standards, front-desk procedures, reservations, arrivals and departures, guest communications, and service recovery.
-
Guest service, conflict resolution, professional communication, active listening, and de-escalation.
-
Reservation and payment accuracy, cash or payment-card procedures, keys and access control, documentation, and shift handoffs.
-
Organization, attention to detail, multitasking, time management, and accurate documentation in a fast-paced guest-service environment.
-
Ability to understand reservation details, policies, guest requests, account information, operational updates, and basic reports and take appropriate action.
-
Sound judgment, reliability, teamwork, service orientation, discretion, and calm response to urgent or emotionally charged guest situations.