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.