How to hire a guest services agent

How to hire a guest services agent, step by step

Here's a step-by-step guest services agent hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a guest services agent job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new guest services agent
• Step 8: Go through the hiring process checklist

What does a guest services agent do?

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1. Identify your hiring needs

   Before you post your guest services agent job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a guest services agent for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect guest services agent also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list shows salaries for various types of guest services agents.

   Type of Guest Services Agent	Description	Hourly rate
   Guest Services Agent	Information clerks perform routine clerical duties such as maintaining records, collecting data, and providing information to customers.	$11-17
   Night Auditor/Front Desk	A night auditor, who may work as a front desk agent, is a professional responsible for evaluating the financial activities of a hotel by the end of the day. Night auditors are tasked to assess reports from the day shifts such as the accommodation report and the revenue report... Show more	$11-18
   Center Consultant	Center Consultants are responsible for answering incoming calls and tending to the customer's needs regarding a company's product or service. Their duties include handling phone calls, answering customer's emails, managing customer complaints, selling products or services, placing orders through software, and responding to product or service information request... Show more	$14-55

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Reservations
   • Computer System
   • Hotel Services
   • Cash Handling
   • Room Reservations
   • PBX
   • Guest Complaints
   • Room Availability
   • Guest Rooms
   • Customer Service
   • Exceptional Guest
   • Hotel Guests
   • Phone Calls
   • Relay Messages

   Check all skills

   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.

   More guest services agent duties

3. Make a budget

   Including a salary range in the guest services agent job description is a good way to get more applicants. A guest services agent salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a guest services agent in Oklahoma may be lower than in Washington, and an entry-level engineer typically earns less than a senior-level guest services agent. Additionally, a guest services agent with lots of experience in the field may command a higher salary as a result.

   Average guest services agent salary

   $13.97hourly

   $29,063 yearly

   ---

   Entry-level guest services agent salary

   $23,000 yearly salary

   Updated December 15, 2025

   Average guest services agent salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$40,599	$20
   2	Oregon	$37,538	$18
   3	California	$37,519	$18
   4	Massachusetts	$37,070	$18
   5	New York	$34,560	$17
   6	Nevada	$33,497	$16
   7	Colorado	$33,426	$16
   8	District of Columbia	$32,253	$16
   9	Utah	$31,821	$15
   10	Minnesota	$31,433	$15
   11	Maine	$31,277	$15
   12	Arizona	$29,603	$14
   13	Pennsylvania	$28,388	$14
   14	Texas	$27,710	$13
   15	Illinois	$27,636	$13
   16	Hawaii	$27,524	$13
   17	Florida	$27,408	$13
   18	Wisconsin	$27,184	$13
   19	Indiana	$26,873	$13
   20	Ohio	$26,348	$13

   Average guest services agent salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	East-West Center	$33,115	$15.92	1
   2	Resorts World Catskills	$32,474	$15.61
   3	Kimpton Hotels & Restaurants	$32,397	$15.58	52
   4	HEI Hotels & Resorts	$32,342	$15.55	94
   5	United Service Technologies	$32,300	$15.53	7
   6	Hilton Grand Vacations	$32,135	$15.45	90
   7	Wequassett Resort and Golf Club	$31,944	$15.36
   8	Kohler Co.	$31,917	$15.34	6
   9	Compass Group USA	$31,862	$15.32	196
   10	Radisson Hotels International Inc	$31,734	$15.26
   11	Cornell University	$31,709	$15.24	12
   12	Hyatt Hotels	$31,588	$15.19	82
   13	Essentia Health	$31,303	$15.05	24
   14	Four Seasons Hotels and Resorts	$31,227	$15.01	22
   15	W.S. Tyler	$31,191	$15.00	4
   16	Wyndham Hotels & Resorts	$31,157	$14.98	12
   17	Mandarin Oriental	$30,844	$14.83	7
   18	Stonebridge Companies	$30,840	$14.83	34
   19	HRI Properties	$30,700	$14.76
   20	DoubleTree by Hilton Portland	$30,617	$14.72	14

4. Writing a guest services agent job description

   A guest services agent job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a guest services agent job description:

   Guest services agent job description example

   Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Demands accuracy with daily accounting procedures.As such the Guest Services Agents assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction and the ultimate success of the Hotel. Must maintain a reflective demeanor, at all times, of the highest standards of professionalism. A consistently positive attitude, knowledge of all facets of the operation and attention to detail are traits, which are required to have.
   Essential Duties and Responsibilities
   
   Always treat guests with courtesy and respect in a variety of situations. Must maintain standards of 5-star service Must maintain honesty and integrity To be mindful of the importance of personal hygiene and grooming. Adhere to the property's Health and Safety guidelines. Ability to work under pressure and in a fast-paced environment. Check-in, checkout and produce player's club cards for hotel guests in a confident, professional, and friendly manner. Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied. Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information. Review arrivals noting special requests and blocking rooms as necessary for VIP's and group arrivals. Complete all items as listed on shift checklists. Enroll Guests into World of Hyatt / Enroll Guests into Genting rewards during check-in process Provide guest welcome amenity at check in Book future reservations upon Guest Request Carry Radio on you at all times, with Hotel Ear Piece Ensure proper credit card procedures are followed based on PCI compliance guidelines. Enter guest requests and complete orders on Hotsos Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. Hotel history and neighborhood knowledge All room types, numbers, layout, décor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Schedule daily group activities. Advise guest of any messages, mail, faxes, etc. received for them and hand them to the guest if they come directly to the front desk. Communicate service and amenities of the hotel to guests. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Input, update and maintain guest profile and history, which includes but not limited to guest preferences and alerts. Flexibility to carry out job responsibilities of other positions within the front office, such as PBX operator, bell person, and door person, upon request by the manager. Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged. Offer detailed information on the voice mail system to callers and guests wishing to leave messages. Accept and record wake-up call requests. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion. Meet with departing Front Desk Host to review business status, log-book and follow-up items. Provide Concierge service - fluent knowledge of property and local restaurants, special events, city attractions, and guest amenities when necessary. Knowledgeable of property's fire and emergency procedures. Any additional duties as directed by management. Ability to utilize the property management system Cover Night Audit, when needed.
   
   Job Requirements:
   
   Behavioral standards that all team members will be held accountable to:
   
   Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. Ability to accurately compute and manipulate mathematical calculations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger. Demonstrates consistent regard and dedication to guests, vendors, colleagues and the company by being engaged, interested and productive. Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the company's success. Puts guest at forefront of all decisions Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once. Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays) High school graduate. Previous hotel experience. Punctuality and regular and reliable attendance. Interpersonal skills and the ability to work well with co-workers and the public. Good communication skills Guest service oriented Ability to function in a noisy, hectic, and crowded environment Ability to handle numerous duties simultaneously Ability to adapt under stress, flexible
   Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission Oral and written proficiency in the English language. Maintain up to date property knowledge.
   
   Essential Physical Abilities
   
   Endure various physical movements throughout the work areas, such as removing guest luggage to/from all types of vehicles and guest rooms. Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes and luggage weighing up to 75 lbs. continuously throughout shift. Ability to stand, walk and/or sit and continuously perform essential job functions. Sufficient manual dexterity in one hand to be able to load and unload luggage. Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
   
   Work/Educational Experience
   
   Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations Prior experience in guest services preferred
   
   The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
   
   Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
   
   The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

   Copy this example

   

5. Post your job

   To find guest services agents for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any guest services agents they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level guest services agents with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your guest services agent job on Zippia to find and recruit guest services agent candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with guest services agent candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new guest services agent

   Once you have selected a candidate for the guest services agent position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   After that, you can create an onboarding schedule for a new guest services agent. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a guest services agent?