Guest Service Agent

As a Guest Service Agent at Trigild, you are the face of our property and the first point of contact for our guests. This role is responsible for providing a warm, welcoming, and efficient check-in and check-out experience, while anticipating guest needs and delivering service that exceeds expectations. You’ll serve as a key liaison between guests and hotel departments to ensure a seamless and enjoyable stay. 3pm-11pm and 11pm to 7:30am

Responsibilities:

• Greet and welcome guests with a warm, friendly smile upon arrival.
• Efficiently handle guest check-in and check-out procedures, including room assignments and billing.
• Accurately input and retrieve guest information using the hotel computer system, verifying room rates and number of guests.
• Make appropriate room selections based on guest preferences and needs.
• Provide prompt and courteous responses to guest inquiries, requests, and concerns.
• Promote guest satisfaction by anticipating needs and delivering personalized service.
• Communicate effectively with housekeeping, maintenance, and other departments to coordinate service and resolve issues.
• Verify and authorize credit card transactions; handle cash, provide change, and balance transactions at the end of shifts.
• Answer telephone calls promptly and professionally; record and relay messages accurately.
• Retrieve mail, packages, and faxes for guests as requested.
• Remain calm, professional, and solution-oriented during emergencies or high-traffic periods.
• Ensure the safety and security of guests and team members by understanding and assisting in emergency procedures.
• Maintain accurate and detailed guest records and comments within the system.
• Comply with all attendance, uniform, and conduct policies.

Night Auditor Job Responsibilities:

• Welcome guests in a warm and friendly manner overnight.
• Managing front desk activity and handling guest check-ins and check-outs
• Assists guests friendly, proactive, and efficient manner with appropriate follow-up as necessary.
• Balances cash drawer by counting cash at beginning and end of work shift.
• Reconciles nightly finances and reports. Accurately reconcile all hotel cashier transactions.
• Prepare and review daily financial reports.
• Ensure the accuracy of guest billings and city ledger transactions.
• Investigate and resolve any discrepancies or out-of-balance accounts.
• Maintain accurate financial records and ledgers.
• Process and verify reservation payments.
• Responds to guest inquiries and requests in a timely, friendly, and efficient manner.
• Ability to solve problems and diffuse tense situations
• Knows all essential aspects of our hotel operations.
• Acts as the site liaison for the services.
• Works collaboratively with any hotel associates and resources.
• Ability to perform computer-based tasks such as data entry, accounting, word processing, invoicing and billing
• Ensure the hotel's safe and secure environment.
• Communicate with other departments (e.g., housekeeping, maintenance) to ensure smooth operations.

Qualifications:

• High school diploma or equivalent required.
• Previous hotel or customer service experience preferred.
• Must be available to work mornings, evenings, weekends, and holidays.
• Strong communication skills with the ability to adapt to different audiences.
• Ability to remain professional and calm under pressure, especially in high-volume or emergency situations.
• Comfortable standing for extended periods and performing repetitive motions.
• Excellent problem-solving skills and a team-oriented attitude.
• Proven ability to handle cash and process financial transactions with accuracy.
• Strong attention to detail, organization, and multi-tasking abilities.
• Commitment to providing a positive and memorable guest experience.