Guest Experience Specialist - Front Desk

River Link Hotels; New London (CT); On-site; USD 32,000 - 42,000; Full time

Job summary

Hilton Garden Inn Mystic/Groton is seeking a Front Desk Agent to be the guests’ first contact, handling check-in/out, reservations and information on rooms, rates, and amenities. A strong customer service mindset and prior hotel experience are desired.

Responsibilities include greeting guests, managing bookings, and coordinating with housekeeping to ensure rooms are ready, while providing a smooth, memorable stay and addressing inquiries promptly.

Qualifications

• Experience in front desk or reception in a hotel.
• Familiar with hotel reservation systems.
• Knowledge of travel sites like Booking and TripAdvisor.
• Strong customer service, communication and organization skills.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and exact dates of their stay).
• Welcome guests upon their arrival and assign rooms.
• Provide information about our hotel, available rooms, rates and amenities.
• Respond to clients’ complaints in a timely and professional manner.
• Liaise with housekeeping to ensure rooms are clean and ready for guests.
• Confirm group reservations and arrange services for VIPs and events.
• Upsell additional facilities and services when appropriate.
• Maintain updated records of bookings and payments.

Skills

Hotel front desk experience

Reservations software

Travel sites knowledge

Customer service

Communication & organization

Tools

Hotel reservations software

Job description

Hilton Garden Inn Mystic/Groton is seeking a Front Desk Agent to be the guests’ first contact, handling check-in/out, reservations and information on rooms, rates, and amenities. A strong customer service mindset and prior hotel experience are desired.

Responsibilities include greeting guests, managing bookings, and coordinating with housekeeping to ensure rooms are ready, while providing a smooth, memorable stay and addressing inquiries promptly.