Guest Services Agent – At Your Service (AYS)

About the role

The At Your Service (AYS) Agent provides front‑line support to hotel guests, handling inquiries and requests through multiple communication channels. This role ensures a seamless, welcoming experience for all guests while supporting hotel operations.

Key responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls, and direct calls to appropriate extensions.
• Receive, log, and relay messages accurately, and follow up to confirm resolution.
• Log all guest requests in the computer system and coordinate with relevant departments (e.g., Bellperson, Housekeeping).
• Provide information on room features, hotel amenities, and local attractions.
• Process room‑service orders, answer menu questions, and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment.
• Maintain professional appearance, confidentiality, and adherence to company policies.
• Support guests with disabilities and ensure courteous, clear communication.
• Perform physical tasks such as moving objects up to 10 lb and standing or walking for extended periods.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to read and verify information in various formats.
• Physical ability to stand, walk, and lift items up to 10 lb without assistance.
• Professional verbal communication skills and a customer‑focused attitude.

Required skills

What we offer

• Full‑time, on‑site position within a global hospitality brand.
• Opportunities for career development in the hotel industry.
• Inclusive, diverse workplace that values all associates.