Guest Courtesy Agent

If you enjoy interacting with people, solving problems, and creating positive experiences, being a guest courtesy agent could be a great fit for you, and we hope you will apply.

This position requires Friday, Saturday, and Sunday attendance, with 1-2 additional weekdays. Expected hours are 20 – 32 a week. Additional hours may be available at local client locations.

The Guest Courtesy Agent is a new position with a fast-growing company. Strong applicants should take pride in their flexible capabilities and expectations. The Guest Courtesy Agent is a mixed role, that handles guest reservations, guest services, and assists with rote office tasks such as email distribution and invoice filing.

Point Forward Hospitality is a hospitality management company with clients in Western and Central Washington, including Timeshare Associations. The Guest Courtesy Agent will primarily provide remote services to clients from the main office location in Mount Vernon, WA.

The following are primary duties and responsibilities expected of the Guest Courtesy Agent.

Guest Reservations

• Create, change, and manage guest reservations for client properties to maximize availability and property rental.
• Assist guests with payment and related inquiries.
• Send out arrival information and other guest communications, following up as needed.
• Make courtesy calls to make sure that guests have received all necessary information to begin their stays in advance of their arrivals, and again to check in with recently-arrived guests.
• Make courtesy calls to owners to make sure they have received up-to-date property information, have assistance with any desired rental or exchange programs, etc.

Reservation System

• Maintain the reservation database with up-to-date room status information.
• Maintain the property access control system as necessary.
• Monitor market-place conditions.
• Suggest rate changes and availability shifts to increase property occupancy.
• Maintain knowledge of the events and opportunities in the resort locale and manage booking channels.

Office Support

• Assist in electronic and paper file maintenance.
• Monitor for and file client information received via email.
• Assist in communication distributions.
• Share position coverage with other office staff to accommodate vacations and time off.

Skills Required

Successful candidates already possess these skills:

Clear Communication: Able to convey information courteously and concisely. Whether it’s explaining resort policies or giving directions, effective communication is critical.

Empathy: Understanding and empathizing with guests’ needs and concerns is essential. Guest service agents often deal with diverse situations, so a friendly and understanding demeanor goes a long way.

Problem-Solving: Quick thinking and the ability to address unexpected issues—whether it’s a room mix-up or a guest complaint—are vital. We provide you with tools, but we need you able to create solutions that fit our customers’ unique needs.

Friendly Personality: A warm and welcoming attitude sets the tone for guests’ experiences.

Computer Skills: Proficiency with property management systems and basic office software (email, word processing, spreadsheets).

Math Skills: With some training, ability to handle basic arithmetic and room-rate/tax calculations.

Education & Experience:

• This position does not have any education requirements. Applicants with previous hotel desk agent experience are encouraged to apply.
• Previous experience in hospitality, customer service, or a related field is a plus.

Why Work With Us?

You’ll be joining a team that's passionate about providing outstanding customer service and where your contributions are recognized and valued. We offer a supportive work environment and the opportunity to grow your career in the hospitality industry.

Compensation Specifics:

Job Title: Guest Courtesy Agent

Location: Mount Vernon, Manson

Job Type: Part-time, Permanent

Wage: $18/hour

Benefits:

• Paid time off and holiday pay
• Opportunities for professional development and training

How to Apply:

Are you ready to take the next step in your career and make a significant impact on our guests' experiences? YES! Now please submit your resume and a brief cover letter explaining why you are the perfect fit for our team to: work@pointforwardhospitality.com.

A little more about us…

Our success depends on human talent. Without people, we just wouldn’t have use for the word hospitality. We dedicate tremendous effort to building our team, searching for that spark that we carry around but are not always tuned to. At Point Forward Hospitality, we work to ignite that spark in each of us, every single day. It drives our quest for something better, it’s this spark we show our guests when there’s a challenge to be solved. Regardless of our roles, each of us is responsible to positively cocreate our thriving workplace.

Job Type: Part-time

Pay: From $18.00 per hour

Expected hours: 20 – 32 per week

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• Day shift
• Every weekend

Experience:

• Hotel experience: 1 year (Preferred)

Ability to Commute:

• Mount Vernon, WA 98273 (Required)

Ability to Relocate:

• Mount Vernon, WA 98273: Relocate before starting work (Required)

Work Location: In person