Guest Experience Specialist (Front Desk)

Hampton Inn & Suites Annapolis; Annapolis (MD); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Competitive wages for full time and/or

Medical, Dental and Vision Health

Paid Time Off

401k Company Match

Daily Pay

Life Insurance

TELUS Health access

Travel Discounts

Commuter benefits

Employee Assistance/Wellness

Educational/Professional Development

Referral Bonus Program

Job summary

Hampton Inn & Suites Annapolis is hiring a Guest Service Agent to warmly greet guests, check them in, and provide attentive service according to brand standards. You will handle registrations, payments, and reservations while using the PMS system to ensure smooth front-desk operations.

The role involves responding to guest needs, resolving issues, and balancing accounts. A positive demeanor, prior customer service experience, and knowledge of PMS are preferred.

Qualifications

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

Responsibilities

• Greet, register and service guests in a friendly and courteous manner.
• 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

Communication

PMS knowledge

Education

High School diploma or equivalent preferred

Tools

PMS systems

Job description

Hampton Inn & Suites Annapolis is hiring a Guest Service Agent to warmly greet guests, check them in, and provide attentive service according to brand standards. You will handle registrations, payments, and reservations while using the PMS system to ensure smooth front-desk operations.

The role involves responding to guest needs, resolving issues, and balancing accounts. A positive demeanor, prior customer service experience, and knowledge of PMS are preferred.