Guest Service Agent

Guest Service Agent Job Description Template

Our company is looking for a Guest Service Agent to join our team.


  • Provides information and general assistance to guests;
  • Assist other departments, as necessary;
  • Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required;
  • Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts;
  • Demonstrate a high level of customer service at all times;
  • Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments;
  • Manages a variety of financial transactions and is responsible of cash floats;
  • Comply with hotel security, fire regulations and all health and safety legislation;
  • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy;
  • Act in accordance with policies and procedures when working with front of house equipment and property management systems;
  • Follow company brand standards;
  • Answers phone calls and requests from guests;
  • Performs all necessary administrative tasks;
  • Maximize room occupancy and use up-selling techniques to promote hotel services and facilities;
  • Achieve positive outcomes from Guest queries in a timely and efficient manner.


  • Cruise industry experience is an advantage;
  • Teamwork;
  • A recognised medical certification is required before starting to work on board;
  • Ability to work on your own and as part of a team;
  • Excellent communication and customer care skills;
  • Calm, efficient, and organized with great attention to detail;
  • Previous experience in a customer-focused industry;
  • Positive attitude and good communication skills;
  • Possess a valid passport and when possible a seaman book copy;
  • Knowledge of Fidelio Cruise System is an advantage;
  • Problem-solving skills;
  • High School certificate;
  • A passion for contributing to and enhancing guest experiences;
  • Experience in a 5 star environment;
  • Well-presented, organised and calm personality.