Guest services vs guest services agent

The differences between guest services and guest services agents can be seen in a few details. Each job has different responsibilities and duties. Additionally, a guest services agent has an average salary of $29,063, which is higher than the $27,247 average annual salary of a guest services.

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

Guest services vs guest services agent overview

	Guest Services	Guest Services Agent
Yearly salary	$27,247	$29,063
Hourly rate	$13.10	$13.97
Growth rate	-4%	-
Number of jobs	94,619	94,858
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 45%	Bachelor's Degree, 50%
Average age	40	37
Years of experience	12	-

What does a guest services do?

Guest service representatives, also known as guest service agents, are specialists in the hospitality industry. Generally, these agents are employed in hotels, spa units, or in places where guests need service or information for better accommodation. They multitask in the industry to provide outstanding service to guests. Building good relationships with customers is paramount to their job as they help promote a friendly environment. Their primary aim is to make their customers happy and satisfied with any service they offer.

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.

Guest services vs guest services agent salary

Guest services and guest services agents have different pay scales, as shown below.

	Guest Services	Guest Services Agent
Average salary	$27,247	$29,063
Salary range	Between $20,000 And $35,000	Between $23,000 And $36,000
Highest paying City	New York, NY	Seattle, WA
Highest paying state	New York	Washington
Best paying company	Columbia University in the City of New York	East-West Center
Best paying industry	Retail	Hospitality

Differences between guest services and guest services agent education

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

	Guest Services	Guest Services Agent
Most common degree	Bachelor's Degree, 45%	Bachelor's Degree, 50%
Most common major	Business	Business
Most common college	-	-

Guest services vs guest services agent demographics

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

	Guest Services	Guest Services Agent
Average age	40	37
Gender ratio	Male, 38.0% Female, 62.0%	Male, 33.6% Female, 66.4%
Race ratio	Black or African American, 10.6% Unknown, 5.5% Hispanic or Latino, 22.3% Asian, 6.5% White, 54.3% American Indian and Alaska Native, 0.8%	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%
LGBT Percentage	7%	13%

Differences between guest services and guest services agent duties and responsibilities

Guest services example responsibilities.

Manage crew by utilizing professional leadership skills.
Train several employees during tenure on daily operations and Marriott policies.
Complete Marriott stats workshop, and hone comprehension of sales tactics.
Assist the front desk with answering the PBX systems and registering them in the hotel.
Participate in leadership training sessions with senior counselors.
Handle banking transactions/deposits and maintain POS system for daily accounting.

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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.

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Guest services vs guest services agent skills

Common guest services skills

Guest Service, 41%
Reservations, 8%
Customer Service, 6%
Front Desk, 6%
Wine, 4%
Phone Calls, 3%

Common guest services agent skills

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

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Updated January 8, 2025

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