Guest Service Agent

About the Role Front Desk/Guest Services Agent responsible for delivering exceptional guest service and handling day-to-day front desk operations at Crystal Creek Hospitality properties in Jackson, WY. The role involves greeting guests, processing transactions, resolving issues, and collaborating with front desk and guest experience teams to ensure a memorable stay. What You'll Do

• Follow safety and emergency guidelines, policies, and procedures
• Manage reservations, check-ins/outs, room upgrades/moves, billing, cash and card transactions, switchboard operations, guest requests, safe deposit boxes, and guest follow-up
• Greet guests with a friendly welcome; listen to requests and provide accurate information (outlet hours, VIP programs, events)
• Complete registration in the system, verify guest details, select rooms, code electronic keys, confirm room number and rate non-verbally
• Promote and administer hotel marketing programs for arriving guests; ensure guests know room location
• Provide welcome packet with keys and appreciation tokens
• Ensure brand standards and service quality; resolve guest complaints
• Represent hotel positively and maintain guest sentiment
• Follow the L.E.A.R.N. model
• Answer telephone and email inquiries; input messages; relay guest needs
• Retrieve mail, packages, facsimiles; handle guest special items
• Monitor guest accounts and room inventory; assist with checkout payments/charges
• Accept and record vouchers, credit, traveler's checks; various payment methods
• Proficient with OPERA and other software (MGS, GXP)
• Complete shift checklists, reports; manage lost and found
• Maintain professional appearance and dress code; positive demeanor
• Maintain house bank and cash register accuracy
• Be knowledgeable about local activities and provide recommendations
• Align with Crystal Creek Hospitality culture and HR programs
• Maintain clean workstation and lobby; assist other departments as needed What We're Looking For
• Customer-service experience
• Computer and communication skills
• Problem resolution abilities
• English proficiency
• Basic math
• Ability to lift up to 50 lbs
• Front-desk duties experience
• Proficiency with Property Management Systems (OPERA) and MGS & GXP
• Professional appearance and attitude
• Ability to follow safety guidelines and maintain calm under pressure
• Strong interpersonal and communication skills
• Team collaboration and multitasking