Guest Service Agent

Description

Job Title: Guest Service Agent

Location: Sheraton Denver West - Lakewood, CO

Department: Front Office

Reports To: Guest Service Manager / Front Office Manager

Job Summary

As the face of our hotel, the Guest Service Agent plays a critical role in creating a welcoming and exceptional guest experience. This dynamic, hands-on position goes beyond the front desk—encompassing everything from daily checklist completion and property walks to timely issue resolution and proactive guest engagement. Our ideal candidate is hospitality-driven, highly organized, and passionate about guest satisfaction from check-in to check-out and every moment in between.

Key Responsibilities

• Warmly welcome all guests upon arrival, ensuring a seamless and efficient check-in process using the hotel’s Property Management System (Lightspeed experience preferred).
• Accurately complete guest check-outs, resolve billing inquiries, and ensure folios are correct and properly settled.
• Execute and document daily operational checklists including shift reports, key audits, amenity restocks, lobby cleanliness checks, and property walk inspections.
• Conduct scheduled property walks to identify and report maintenance, safety, and cleanliness issues; follow through with appropriate departments for prompt resolution.
• Proactively address guest complaints or concerns, providing thoughtful solutions or escalating to management as needed while maintaining a professional, calm demeanor.
• Manage incoming calls with professionalism, including wake-up call requests, internal communications, and general inquiries.
• Make, modify, and cancel reservations while adhering to revenue and rate management guidelines.
• Provide concierge-level service by recommending local dining, entertainment, and transportation options tailored to each guest’s needs.
• Assist with luggage storage, special requests, package handling, and delivery services as needed.
• Maintain a clean, organized, and fully stocked front desk area to uphold the brand’s visual standards.
• Ensure compliance with brand standards, safety procedures, and security protocols during each shift.
• Collaborate effectively with housekeeping, maintenance, and management to ensure guest satisfaction and operational efficiency.
• Participate in department meetings and ongoing training to stay informed on hotel procedures and Marriott brand updates.
  
  

Requirements

Requirements:

Qualifications

• High school diploma or equivalent required; hospitality coursework or certifications are a plus.
• 1+ year of front desk, customer service, or hospitality experience preferred.
• Proficiency in basic computer systems; prior use of Lightspeed PMS is highly desirable.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to prioritize tasks under pressure.
• A positive attitude and team-first mentality, with a commitment to providing top-tier service.
  
  

Physical Requirements

• Ability to stand and walk for extended periods (up to 8 hours).
• Ability to occasionally lift, carry, or move up to 25 pounds.
• Capable of moving quickly between areas of the property and performing physical tasks during property walks or in assisting guests.
• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential duties.
  
  

Work Environment

• Work is performed in a professional front office and hotel setting.
• Exposure to moderate noise levels from phones, guests, and equipment.
• Must be comfortable working varied shifts including evenings, weekends, and holidays.
  
  

Equal Employment Opportunity

Dreamscape is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds and walks of life. We are committed to creating an inclusive environment for all team members and provide reasonable accommodations for qualified individuals with disabilities.