GUEST SERVICE AGENT SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Sep 18, 2025 - The Guest Service Agent has experience in hospitality or customer service, with strong skills in computerized front office management systems, reservations, billing, and guest complaint resolution. This position requires excellent communication abilities, a professional appearance, and the capacity to work under pressure while maintaining superior customer satisfaction. The agent also needs knowledge of health, safety, and hygiene standards, familiarity with loyalty programs, and the ability to handle cash and financial transactions accurately.

Essential Hard and Soft Skills for a Standout Guest Service Agent Resume
  • Reception Operations
  • Room Allocation
  • Opera System
  • Revenue Optimization
  • Cash Handling
  • Charge Handling
  • Hazard Reporting
  • Emergency Procedures
  • Guest Registration
  • Reservation Management
  • Guest Service
  • Duty Support
  • Housekeeping Coordination
  • Team Communication
  • Conflict Resolution
  • Training Development
  • Guest Engagement
  • Needs Anticipation
  • Complaint Handling
  • Communication Skills

Summary of Guest Service Agent Knowledge and Qualifications on Resume

1. BA in Communication Studies with 4 years of Experience

  • Understanding of hospitality industry standards and best practices.
  • Experience handling conflict resolution with dissatisfied guests or customers.
  • Experience coordinating with multiple departments to ensure smooth guest experiences.
  • Familiarity with health, safety, and sanitation regulations.
  • Understanding of inventory management and stock control.
  • Be computer literate, with specific knowledge of Microsoft Office applications, preferably with RTP POS experience.
  • A positive attitude and commitment to great service with impeccable attention to detail.
  • Excellent listening and communication skills, both written and oral.
  • Ability to work in a fast-paced, dynamic team environment.
  • Be self-motivated with the ability to work independently when responding to guest requests.
  • Must be available to work weekends and holidays.

2. BA in Hospitality Management with 3 years of Experience

  • Retail customer service training.
  • Previous experience in a hotel or high-end retail environment.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.
  • Experience handling point-of-sale (POS) systems and cash/credit transactions accurately.
  • Experience managing guest complaints and resolving service issues professionally.
  • Understanding of safety and emergency response procedures in hospitality/retail.
  • Awareness of cultural sensitivities and international guest etiquette.
  • Familiarity with loyalty/rewards systems and upselling techniques.
  • Understanding of industry-specific software (e.g., Opera PMS, Micros, or retail CRM tools).
  • Able to read and interpret instructions and directions for guests.
  • Able to communicate without impediment with guests and staff in all areas relating to guest service.

3. BA in Tourism and Travel Services Management with 2 years of Experience

  • Prior front desk, hospitality, or customer-facing experience.
  • Thorough knowledge of the Hotel's policies and procedures.
  • Ability to handle money, make change, and utilize office machines in normal day-to-day activities.
  • Experience in anticipating guest needs and going beyond expectations.
  • Comfort with reservation systems, email, and basic office software.
  • Knowledge of basic accounting or bookkeeping principles.
  • Ability to take written and verbal direction in English and speak English clearly.
  • Ability to relate to the public in a warm, friendly manner.
  • Superb attention to detail and the ability to handle multiple tasks simultaneously.
  • Must be willing to and have the ability to work alone as scheduled.

4. BS in Business Administration with 5 years of Experience

  • Experience working in a 4-5 star resort/hotel front office environment.
  • Ability to provide exceptional customer service by responding to requests promptly, efficiently, and courteously.
  • Demonstrated proficiency in Microsoft Office, Fidelio, or Opera System.
  • Experience in managing booking discrepancies or overbooking situations professionally.
  • Experience supporting front office audits and maintaining accurate guest records.
  • Understanding of revenue management principles and upselling techniques.
  • Familiarity with loyalty programs and guest retention strategies.
  • Knowledge of cultural etiquette and international guest expectations.
  • Ability to communicate with a diverse range of people.
  • Must have availability to work weekends and public holidays.
  • Ability to remain calm and effective in emergency and high-pressure situations.
  • Possess First Aid Certificate.

5. BS in Hotel and Restaurant Management with 3 years of Experience

  • Previous experience in customer service-based positions.
  • Passion for delivering excellent customer service and providing a memorable guest experience.
  • Strong local knowledge of Perth and the surrounding regions, and have a willingness and confidence to share this knowledge with guests.
  • Experience coordinating group check-ins, events, or conference guest services.
  • Experience in retail merchandising or product display for guest-facing areas.
  • Familiarity with hospitality property management systems (e.g., Opera, Fidelio).
  • Understanding of Health & Safety protocols beyond PPE, such as fire drills and evacuation.
  • Knowledge of upselling and cross-selling techniques for retail or F&B.
  • Professional presentation and superior communication skills.
  • Strong problem-solving skills to quickly address unexpected guest needs.
  • Flexibility to work rotating shifts, including evenings, regular weekends, and public holidays.

6. BS in Marketing with 4 years of Experience

  • Experience working in customer service.
  • Cash handling, or hotel Front Desk experience.
  • Experience assisting with event coordination or group reservations.
  • Exposure to retail sales environments with upselling or cross-selling.
  • Experience providing VIP or loyalty guest services.
  • Working knowledge of inventory management, stock control, or supply ordering.
  • Familiarity with property management systems (PMS) or point-of-sale (POS) software.
  • Understanding of basic safety, emergency, and evacuation procedures.
  • Knowledge of cultural awareness and etiquette for international guests.
  • Fluent in English and have additional language ability.
  • Strong time management in fast-paced environments.
  • Ability to effectively deal with internal and external customers, with high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

7. BA in Event Management with 2 years of Experience

  • Experience in a reception or front-line information exchange within a corporate or hospitality environment.
  • Familiarity with customer relationship management (CRM) software and Microsoft Office Suite.
  • Understanding of data privacy, confidentiality, and GDPR compliance.
  • Awareness of sustainability practices in office or hospitality operations.
  • Knowledge of workplace health and safety procedures.
  • Basic understanding of financial or procurement systems (e.g., purchase orders, petty cash).
  • An effective telephone manner, good written communication, and interpersonal skills.
  • A common-sense approach to problem solving.
  • Strong time management skills and the ability to multitask.
  • Energetic, anticipate demands, and be proactive within the scope of the role
  • Able to work autonomously, and be able to show initiative and take ownership of the role and its tasks.

8. BA in International Relations with 5 years of Experience

  • Experience working in a similar role in a hospitality/customer service environment.
  • Ability to lead from the heart to exemplify Hotel principles to deliver superior customer service.
  • Experience in handling guest complaints and resolving issues promptly.
  • Working knowledge of property management systems (PMS) or customer service software.
  • Knowledge of hospitality industry standards and best practices.
  • Good techniques for upselling or promoting services and amenities.
  • Familiarity with revenue management principles and occupancy forecasting.
  • Knowledge of digital marketing basics for promoting hotel services.
  • Excellent verbal and written communication skills.
  • Professional appearance and telephone manner.
  • Flexibility and availability to work, including weekends and evenings.

9. BS in Travel and Tourism with 3 years of Experience

  • Experience working in a hotel or a related field.
  • Previous Customer Service experience.
  • Experience managing guest loyalty/rewards program enrollments and benefits.
  • Experience supporting sales teams by providing guest feedback and insights to improve offerings.
  • Awareness of occupational health and safety standards in hospitality.
  • Familiarity with GDPR/data privacy principles in guest information handling.
  • Understanding group booking processes and corporate client needs.
  • Must maintain a warm and friendly demeanor at all times.
  • Able to effectively communicate both verbally and in writing, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.

10. BA in Public Relations with 4 years of Experience

  • A passion for delivering superior quality customer service.
  • Experience working in a hospitality/customer service environment.
  • Knowledge of computerised front office management systems.
  • Experience handling guest complaints and resolving issues to maintain customer satisfaction.
  • Experience managing reservations, cancellations, and special requests efficiently.
  • Understanding of health, safety, and hygiene regulations in hospitality.
  • Basic financial processes such as billing, invoicing, and cash handling.
  • Familiarity with loyalty programs and guest retention strategies.
  • Ability to work under pressure in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Professional appearance and telephone manner.

11. BA in Foreign Languages with 1 year of Experience

  • Previous public contact work experience.
  • Experience supporting inventory checks for office or guest service supplies.
  • Familiarity with booking modifications and cancellation policies.
  • Understanding of accessibility requirements and accommodating special needs guests.
  • Knowledge of point-of-sale (POS) systems for ancillary services (spa, dining, etc.).
  • Awareness of company branding and guest experience alignment.
  • Ability to properly handle and secure cash and credit cards.
  • Experience with computers and Windows-type software.
  • Professionally and courteously interact with a broad cross-section of diverse guests and employees.
  • Excellent verbal communication skills.
  • Professional discretion when handling sensitive financial or personal data.

12. BA in Cultural Studies with 3 years of Experience

  • Previous experience as a Guest Service Agent.
  • Understanding of hospitality industry trends and guest expectations.
  • Conflict resolution experience.
  • Familiarity with travel booking platforms and third-party reservation systems.
  • Experience with the OPERA property management system.
  • Awareness of emergency protocols and evacuation procedures.
  • Exceptional interpersonal communication skills.
  • Thorough follow-up, strong attention to detail, and problem-solving skills.
  • Excellent time management and organisational skills.
  • Ability to emotionally connect with guests and provide superior levels of service.
  • Must have the flexibility to work on a 24-hour rotating roster, including public holidays and weekends.
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