Join our team at the Crowne Plaza by IHG Valley Forge/King of Prussia as a Guest Service Agent. The hotel guest service agent (also known as a front desk agent or receptionist) serves as the primary point of contact for guests, managing their experience from arrival to departure.

Role Overview

• Primary Purpose: Create a welcoming, seamless, positive experience for all guests while maintaining front desk operational efficiency.

• Workplace: Hotels, resorts, and cruise lines.

• Schedule: Often requires flexible shifts, including days, evenings, weekends, and holidays.

• Check-In & Check-Out: Greet arriving guests warmly, verify reservations, issue room keys/cards, collect identification and payments, and process departures/bills.

• Reservations & Inquiries: Handle phone, email, and walk-in booking requests, manage cancellations or modifications, and answer questions about hotel policies and amenities.

• Guest Assistance & Local Guide: Provide personalized recommendations for local dining, attractions, and transport, and manage special requests (e.g., extra towels, room upgrades, wake-up calls).

• Issue & Complaint Resolution: Listen attentively to guest complaints or technical problems and resolve them promptly and professionally.

• Department Coordination: Communicate closely with housekeeping and maintenance teams to track room readiness, check-outs, and maintenance needs.

• Administrative & Financial Tasks: Operate Property Management Software (PMS), reconcile cash and credit card transactions, and log daily shift notes.

• Safety & Security: Follow emergency protocols and report suspicious activity to security or management.

• Education: High school diploma or equivalent (a degree or certificate in hospitality, tourism, or hotel management is a plus).

• Experience: Prior customer service, cash-handling, or hospitality experience is strongly preferred.

• Hard Skills:

  • Proficiency in hotel computer systems and Property Management Software (PMS).

  • Basic mathematics and transaction processing.

• Soft Skills:

  • Strong verbal and written communication.

  • Patience, empathy, and active listening.

  • Problem-solving and multitasking under pressure.

  • Professional appearance, grooming, and a warm, service-first demeanor.

Physical & Mental Demands

• Ability to stand or remain active for long periods during a shift.

• Ability to stay calm, courteous, and composed during busy or high-stress situations.

The Crowne Plaza Fairfield Inn Valley Forge - King of Prussia is located next to the King of Prussia Mall, one of the largest retail spaces in the US, located directly across from the hotel. Other nearby popular destinations include Valley Forge National Park and Greater Philadelphia Expo Center. Downtown Philadelphia, a must-visit choice for those who'd like to experience the area's historic landmarks, is just a short drive away. 18 event spaces totaling 24,000 square feet provide the perfect backdrop for your next business or social event.