Guest Services Agent (AYS)

About the role

The Guest Services Agent (AYS) is the first point of contact for guests, handling inquiries and requests through telephone, email, chat and mobile devices. You will ensure each interaction is professional, courteous and resolves the guest’s needs promptly.

Key responsibilities

• Answer, record and process guest requests, questions and concerns via multiple communication channels.
• Operate the telephone switchboard, manage wake‑up calls and direct calls to the appropriate extensions.
• Log all guest requests in the system, coordinate with relevant departments (e.g., Bellperson, Housekeeping) and follow up to confirm resolution.
• Provide information about room features, hotel amenities and local attractions.
• Process room‑service orders, advise on menu selections and record transactions using the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment systems.
• Maintain uniform standards, confidentiality and adherence to company policies.

Required profile

• High school diploma or equivalent (G.E.D.).
• No prior hospitality experience required.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation.
• Point‑of‑sale (POS) system usage.