Guest Service Agent [GSA] Chinese Speaking

Hotels hiring guest service agents may require a high school or General Educational Development diploma and one or two years of customer service experience. There are certificates and associate's degrees in customer service and hospitality if an employer prefers additional education. Many agents begin their careers with on-the-job training under direct supervision of a front desk manager or another experienced worker. In-house training may include learning how to use the billing and reservation computer systems, managing a multi-line telephone system, familiarity with hotel facilities, customer service, and communication skills.

While a background in customer service or hospitality may be helpful, most employers simply seek out candidates who demonstrate responsibility, friendliness, and proper grooming. Employers may seek out candidates who demonstrate proficiency and honesty in handling money for this position. Agents who wish to advance their careers may seek out additional training workshops or certification courses in hospitality and business management.

Guest service agents answer telephone calls from guests seeking to make or cancel hotel reservations. They greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information. Agents answer guest requests for assistance and coordinate with housekeeping, bell service, staff and management to fulfill guest requirements. They provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner. Agents also deal with irate guests and find ways to resolve issues to the guest's satisfaction. They may also serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale.