Front Desk - Guest Service Agent (Full-Time & Part- Time) - Hacienda Hotel by Best Western Old Town

Job Summary:

The Guest Service Agent is the frontline ambassador for WS Management's Outrageous Hospitality, providing warm, efficient, and accurate service to every guest during check-in, check-out, and throughout their stay. This role sets the tone for the guest experience and plays a key part in guest satisfaction, loyalty, and brand success. GSAs embody WS core values (Integrity, Respect for All, Kindness, Empowerment, Creativity, and Results Orientation), as well as support the Three P Philosophy: People, Profit & Planet by ensuring accuracy in financial transactions, protecting hotel assets, and providing exceptional service consistent with Brand standards. This is a non-exempt (hourly paid) position.

Duties and Responsibilities:

1. Deliver Outrageous Hospitality

Greet every guest with warmth, positivity, and genuine engagement following the 10/5 Rule.
Anticipate guest needs and personalize interactions to create memorable experiences.
Provide clear, accurate information about the hotel, amenities, and local area.
Resolve concerns with fairness, urgency, and kindness using WS service recovery standards.

1. Accurate & Efficient Front Desk Operations

Perform check-ins, check-outs, payment processing, and room assignments accurately.
Verify identification, payment methods, and reservation accuracy.
Follow all cash-handling, credit card, and fraud-prevention procedures.
Maintain accuracy in the PMS with guest profiles, notes, incidents, and room status.

1. Communication & Team Collaboration

Keep open and clear communication with Housekeeping, Maintenance, and Leadership.
Update room statuses, special requests, and guest issues promptly.
Use approved communication channels (Teams, radio, email) professionally.
Support the team by assisting with tasks outside the desk when appropriate.
Ensure to Maintain Cleanliness of Employee shared spaces (Ie. Breakrooms, Bathrooms)

1. Follow Brand & WS Standards

Uphold all front office brand standards.
Maintain a clean, organized, and guest-ready desk at all times.
Ensure lobby and public areas remain clean using the ABC Rule (Always Be Cleaning).
Protect guest information, privacy, and security.

1. Safety, Security & Asset Protection

Follow all safety procedures, including emergency response protocols.
Report suspicious activity, hazards, or maintenance issues immediately.
Protect hotel property with accurate key control and equipment handling.

Skills:

Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
High school education or equivalent experience.
Professional in presentation and demeanor
Enjoy working with a team
Demonstrated ability to work under pressure in a busy environment
Ability to accurately follow instructions, both verbally and written
Ability to cross-train in other hotel related areas
Must show initiative, including anticipating guest and operational needs

Additional Details

This position requires working weekends, holidays, or variable shifts based on business needs.

The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class. Those who are ineligible to work in the United States will not be considered.