Guest Experience Specialist – Front Desk

Holiday Inn Express & Suites Boston - Cambridge; Cambridge (MA); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental and vision health保险

Paid time off

401k Company Match

Daily Pay

Travel Discounts

Commuter benefits

Employee Assistance program

Educational/Professional Development

Referral Bonus Program

Job summary

Holiday Inn Express & Suites Boston - Cambridge is seeking a Guest Service Agent to greet and register guests, handle reservations and payments, and provide courteous service in line with brand standards. The role emphasizes accuracy, guest satisfaction, and teamwork in a busy front desk environment.

The position requires standing for extended periods, familiarity with a PMS system, and a willingness to work varied shifts including weekends and holidays.

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

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Holiday Inn Express & Suites Boston - Cambridge is seeking a Guest Service Agent to greet and register guests, handle reservations and payments, and provide courteous service in line with brand standards. The role emphasizes accuracy, guest satisfaction, and teamwork in a busy front desk environment.

The position requires standing for extended periods, familiarity with a PMS system, and a willingness to work varied shifts including weekends and holidays.