Guest Experience Agent — Front Desk

Residence Inn West Orange; West Orange (NJ); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Daily Pay

Life Insurance

Telus Health

Travel Discounts

Commuter Benefits

EAP & Wellness

Education Development

Referral Bonus

Job summary

Residence Inn West Orange is seeking a Guest Service Agent to greet, register and assist guests in a friendly, courteous manner according to brand standards.

You will handle payments, confirm reservations, balance accounts, and operate the PMS system to relay messages and support guest needs; assist in the breakfast area during peak times.

This role requires standing for extended periods, weekend and holiday shifts, and a commitment to safety, guest satisfaction and professional appearance.

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

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Residence Inn West Orange is seeking a Guest Service Agent to greet, register and assist guests in a friendly, courteous manner according to brand standards.

You will handle payments, confirm reservations, balance accounts, and operate the PMS system to relay messages and support guest needs; assist in the breakfast area during peak times.

This role requires standing for extended periods, weekend and holiday shifts, and a commitment to safety, guest satisfaction and professional appearance.