Front Desk: Guest Experience Specialist

HHM Hotels; Groton (CT); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Paid Time Off

401k Company Match

Daily Pay

Travel Discounts

Educational/Professional Development

Referral Bonus Program

Job summary

HHM Hotels is seeking a Guest Service Agent to greet, register and service guests in a friendly and courteous manner according to hotel standards.

The role focuses on check-in/check-out, handling reservations, processing payments, and delivering exceptional guest service while upholding sustainability practices. Knowledge of a PMS system is preferred, and prior customer service experience is valued. Scheduling may include holidays and weekends.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service

Guest interaction

Education

High School diploma

Tools

PMS systems

Job description

HHM Hotels is seeking a Guest Service Agent to greet, register and service guests in a friendly and courteous manner according to hotel standards.

The role focuses on check-in/check-out, handling reservations, processing payments, and delivering exceptional guest service while upholding sustainability practices. Knowledge of a PMS system is preferred, and prior customer service experience is valued. Scheduling may include holidays and weekends.