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Become A Guest Services Agent

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Working As A Guest Services Agent

  • Performing for or Working Directly with the Public
  • Interacting With Computers
  • Making Decisions and Solving Problems
  • Getting Information
  • Communicating with Supervisors, Peers, or Subordinates
  • Deal with People

  • Unpleasant/Angry People

  • Repetitive

  • $20,430

    Average Salary

What Does A Guest Services Agent Do

Information clerks perform routine clerical duties such as maintaining records, collecting data, and providing information to customers.

Duties

Information clerks typically do the following:

  • Prepare routine reports, claims, bills, or orders
  • Collect and record data from customers, staff, and the public
  • Answer questions from customers and the public about products or services
  • File and maintain paper or electronic records

Information clerks perform routine office support functions in an organization, business, or government. They use telephones, computers, and other office equipment such as scanners and fax machines.

Correspondence clerks respond to inquiries from the public or customers. They prepare standard responses to requests for merchandise, damage claims, delinquent accounts, incorrect billings, or complaints about unsatisfactory services. They also may review the organization’s records and type response letters for their supervisors to sign.

Court clerks organize and maintain court records. They prepare the calendar of cases, also known as the docket, and inform attorneys and witnesses about court appearances. Court clerks also receive, file, and forward court documents.

Eligibility interviewers conduct interviews both in person and over the phone to determine if applicants qualify for government assistance and benefits. They answer applicants’ questions about programs and may refer them to other agencies for assistance.

File clerks maintain electronic or paper records. They enter and retrieve data, organize records, and file documents. In organizations with electronic filing systems, file clerks scan and upload documents.

Hotel, motel, and resort desk clerks, also called front desk clerks, provide customer service to guests at the establishment’s front desk. They check guests in and out, assign rooms, and process payments. They also keep occupancy records; take, confirm, or change room reservations; and provide information on the hotel’s policies and services. In addition, front desk clerks answer phone calls, take and deliver messages for guests, and handle guests’ requests and complaints. For example, when guests report problems in their rooms, clerks coordinate with maintenance staff to resolve the issue.

Human resources assistants provide administrative support to human resources managers. They maintain personnel records on employees, including their addresses, employment history, and performance evaluations. They may post information about job openings and compile candidates’ résumés for review.

Interviewers conduct interviews over the phone, in person, through mail, or online. They use the information to complete forms, applications, or questionnaires for market research surveys, census forms, and medical histories. Interviewers typically follow set procedures and questionnaires to obtain specific information.

License clerks process applications for licenses and permits, administer tests, and collect application fees. They determine if applicants are qualified to receive particular licenses or if additional documentation needs to be submitted. They also maintain records of applications received and licenses issued.

Municipal clerks provide administrative support for town or city governments by maintaining government records. They record, maintain, and distribute minutes of town and city council meetings to local officials and staff and help prepare for elections. They also may answer requests for information from local, state, and federal officials and the public.

Order clerks receive orders from customers and process payments. For example, they may enter customer information, such as addresses and payment methods, into the order entry system. They also answer questions about prices and shipping.

Reservation and transportation ticket agents and travel clerks take and confirm passengers’ reservations for hotels and transportation. They also sell and issue tickets and answer questions about itineraries, rates, and package tours. Ticket agents who work at airports and railroads also check bags and issue boarding passes to passengers.

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How To Become A Guest Services Agent

Information clerks typically need a high school diploma and learn their skills on the job. Employers may prefer to hire candidates with some college education or an associate’s degree, depending on the occupation.

Education

Candidates typically need a high school diploma for most positions. However, employers may prefer to hire candidates with some college education or an associate’s degree. This is particularly true for eligibility interviewers, human resources assistants, and municipal clerks. Courses in social sciences, as well as word processing and spreadsheet applications, are particularly helpful.

Training

Most information clerks receive short-term on-the-job training, usually lasting a few weeks. Training typically covers clerical procedures and the use of computer applications. Those employed in government receive training that may last several months and include learning about various government programs and regulations.

Advancement

Some information clerks may advance to other administrative positions with more responsibilities, such as office supervisor or office manager. With completion of a bachelor’s degree, some human resources assistants may become human resources specialists.

Important Qualities

Communication skills. Information clerks must be able to explain policies and procedures clearly to customers and the public.

Integrity. Information clerks, particularly human resources assistants, have access to confidential information. They must be trusted to adhere to the applicable confidentiality and privacy rules governing the dissemination of this information.

Interpersonal skills. Information clerks who work with the public and customers must understand and communicate information effectively in order to establish positive relationships.

Organizational skills. Information clerks must be able to retrieve files and other important information quickly and efficiently.

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Guest Services Agent jobs

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Average Length of Employment
Reservation Clerk 2.1 years
Guest Services 2.0 years
Front Office Agent 2.0 years
Night Auditor 1.9 years
Front Desk Clerk 1.7 years
Front Desk Agent 1.6 years
Top Employers Before
Cashier 11.1%
Internship 7.6%
Server 4.9%
Hostess 3.7%
Manager 2.5%
Supervisor 2.0%
Volunteer 2.0%
Top Employers After
Server 4.3%
Cashier 4.2%
Internship 3.1%

Guest Services Agent Demographics

Gender

Female

66.5%

Male

30.9%

Unknown

2.6%
Ethnicity

White

76.8%

Hispanic or Latino

13.4%

Asian

7.4%

Unknown

1.7%

Black or African American

0.6%
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Languages Spoken

Spanish

53.5%

French

11.2%

German

3.7%

Italian

3.6%

Mandarin

3.4%

Chinese

3.4%

Japanese

3.3%

Portuguese

3.1%

Arabic

2.0%

Hindi

1.7%

Korean

1.7%

Cantonese

1.6%

Tagalog

1.6%

Russian

1.2%

Thai

1.1%

Filipino

0.9%

Dutch

0.8%

Hebrew

0.8%

Bulgarian

0.6%

Polish

0.6%
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Guest Services Agent Education

Schools

University of Phoenix

15.3%

Johnson & Wales University

7.9%

University of Central Florida

7.7%

Florida International University

5.6%

Florida State University

4.7%

Delgado Community College

4.7%

University of Nevada - Las Vegas

4.6%

Northern Virginia Community College

4.3%

Southern New Hampshire University

4.1%

Liberty University

4.1%

Howard University

4.1%

Valencia College

3.9%

University of Massachusetts Amherst

3.9%

University of Hawaii at Manoa

3.7%

Miami Dade College

3.7%

San Francisco State University

3.6%

Cornell University

3.6%

Northern Arizona University

3.6%

Temple University

3.4%

Michigan State University

3.4%
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Majors

Business

24.2%

Hospitality Management

13.9%

Health Care Administration

10.1%

Psychology

6.1%

Communication

6.0%

Accounting

4.2%

Management

3.9%

Criminal Justice

3.9%

Liberal Arts

3.0%

Marketing

3.0%

General Studies

3.0%

Nursing

2.6%

Human Resources Management

2.4%

Medical Assisting Services

2.3%

Political Science

2.0%

Education

1.9%

English

1.9%

Public Relations

1.9%

Finance

1.8%

Sociology

1.7%
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Degrees

Bachelors

43.1%

Other

28.8%

Associate

14.2%

Masters

6.7%

Certificate

4.7%

Diploma

1.6%

License

0.5%

Doctorate

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Guest Services Agent Salaries

Job Title Company Location Start Date Salary
Guest Service Agent Stanford New York, LLC New York, NY Dec 16, 2015 $45,926
Guest Service Agent Caldera Management LLC Jackson, WY Jun 06, 2016 $32,077
Guest Services Agent Northwood Hospitality, LLC Naples, FL Dec 12, 2016 $26,964
Guest Service Agent Northwood Hospitality, LLC Islamorada Village of Islands, FL Dec 12, 2016 $23,187
Guest Service Agent Sanderling Resort NC Apr 01, 2014 $23,166
Guest Service Agent Sanderling Resort Duck, NC Apr 01, 2015 $22,060
Guest Service Agent Sanderling Resort Duck, NC Apr 01, 2016 $21,538
Guest Service Agent The Sanderling Resort & Spa NC Apr 01, 2013 $20,307

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Top Skills for A Guest Services Agent

OutstandingCustomerServiceRoomAvailabilityFrontDeskOperationsGuestServiceAgentNightAuditCreditCardTransactionsEnsureGuestSatisfactionGuestComplaintsHotelServicesPhoneCallsFrontOfficeHotelGuestsTelephoneCallsGuestIssuesPBXSpecialRequestsGuestCheck-InsGuestAccountsGuestReservationsPropertyManagementSystem

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Top Guest Services Agent Skills

  1. Outstanding Customer Service
  2. Room Availability
  3. Front Desk Operations
You can check out examples of real life uses of top skills on resumes here:
  • Provided outstanding customer service to all guests and visitors throughout their stay.
  • Computed bills, collected payments, & coordinated room availability with housekeeping.
  • Skilled in crisis management, front desk operations, and housekeeping operations.
  • Assist in training new Guest Service Agents in accordance to hotel standards and procedures.
  • Trained new night audit and guest service employees.

Top Guest Services Agent Employers

Guest Services Agent Videos

Lisa Brown - the Heart of Hilton

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