Guest services agent vs service desk analyst

The differences between guest services agents and service desk analysts can be seen in a few details. Each job has different responsibilities and duties. Additionally, a service desk analyst has an average salary of $45,397, which is higher than the $29,063 average annual salary of a guest services agent.

The top three skills for a guest services agent include reservations, computer system and hotel services. The most important skills for a service desk analyst are service desk, customer service, and troubleshoot.

Guest services agent vs service desk analyst overview

	Guest Services Agent	Service Desk Analyst
Yearly salary	$29,063	$45,397
Hourly rate	$13.97	$21.83
Growth rate	-	-
Number of jobs	94,858	55,828
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 50%	Bachelor's Degree, 50%
Average age	37	37
Years of experience	-	-

What does a guest services agent do?

Guest services agents are the ones who communicate with hotel guests who want to reserve or cancel bookings. Their job includes welcoming guests upon arrival, assigning them their rooms and suites, issuing their room keys, and collecting payment information. They organize housekeeping, transport providers, porters, and kitchen staff to meet the requirements of guests. They also resolve issues and deal with disappointed guests' complaints and coordinate third party services, including taxis, rental cars, tour guides, and airport transfers.

What does a service desk analyst do?

Service Desk Analysts are information technology (IT) employees who usually oversee the helpdesk hotline of the IT department. They address the technical concerns of other employees or even clients of the company. They also help in installing, repairing, and maintaining the different IT systems in the company. Service Desk Analysts resolve issues related to software, hardware, and other related systems. They also manage information related to these concerns and analyze these concerns. They identify trends or patterns and anticipate concerns that might come in the future. Service Desk Analysts may recommend steps to ensure that these concerns will not come up again.

Guest services agent vs service desk analyst salary

Guest services agents and service desk analysts have different pay scales, as shown below.

	Guest Services Agent	Service Desk Analyst
Average salary	$29,063	$45,397
Salary range	Between $23,000 And $36,000	Between $30,000 And $67,000
Highest paying City	Seattle, WA	New York, NY
Highest paying state	Washington	New York
Best paying company	East-West Center	The Citadel
Best paying industry	Hospitality	Technology

Differences between guest services agent and service desk analyst education

There are a few differences between a guest services agent and a service desk analyst in terms of educational background:

	Guest Services Agent	Service Desk Analyst
Most common degree	Bachelor's Degree, 50%	Bachelor's Degree, 50%
Most common major	Business	Information Technology
Most common college	-	-

Guest services agent vs service desk analyst demographics

Here are the differences between guest services agents' and service desk analysts' demographics:

	Guest Services Agent	Service Desk Analyst
Average age	37	37
Gender ratio	Male, 33.6% Female, 66.4%	Male, 74.4% Female, 25.6%
Race ratio	Black or African American, 10.4% Unknown, 7.0% Hispanic or Latino, 20.3% Asian, 10.3% White, 50.3% American Indian and Alaska Native, 1.6%	Black or African American, 10.5% Unknown, 7.1% Hispanic or Latino, 17.8% Asian, 12.3% White, 50.7% American Indian and Alaska Native, 1.7%
LGBT Percentage	13%	13%

Differences between guest services agent and service desk analyst duties and responsibilities

Guest services agent example responsibilities.

Train new associates to Hyatt standards and the most efficient way to accomplish the day's tasks.
Assist customers with booking hotel rooms and handling on-site complaints about rooms, service or billing issues.
Execute strong customer service by facilitating reservations, room amendments on an individual and corporate level, including agencies.
Process special reservation requests in the LMS database.
Maintain room booking lists and directly provide guests with the requested information concerning the facilities locations and surrounding area.
Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling wake-up calls and supporting room service departments.

Service desk analyst example responsibilities.

Used SharePoint to manage and enter in help desk ticket information for health information exchange and electronic health record vendor issues.
Design and manage company wide imaging infrastructure.
Best-Inform administrator managing application from UNIX server.
Manage OS re-imaging and data recovery for rent equipment.
Manage security, reliability, and configurations for data backup and recovery for client workstations.
Diagnose, investigate and report operational systems errors using Citrix and ITSM.

Guest services agent vs service desk analyst skills

Common guest services agent skills

Reservations, 24%
Computer System, 10%
Hotel Services, 9%
Cash Handling, 7%
Room Reservations, 7%
PBX, 5%

Common service desk analyst skills

Service Desk, 15%
Customer Service, 15%
Troubleshoot, 6%
Technical Support, 6%
Phone Calls, 3%
ITIL, 3%

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Guest Services Agent
Guest Services Agent vs Service Desk Analyst

Updated January 8, 2025

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