Guest Experience Specialist - Front Desk & Concierge

HHM Hotels; Boston (MA); Hybrid; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental and Vision Health保险

Paid Time Off

401k Company Match

Travel Discounts

Job summary

HHM Hotels seeks a Guest Service Agent to greet, register and assist guests in a friendly, brand-compliant manner. You will handle check-ins/outs, reservations and payments using the property management system, while maintaining high guest satisfaction standards.

Your role includes balancing ledgers, handling inquiries, and supporting breakfast service during peak times. This position offers varied shifts and opportunities for growth within Front Desk leadership tracks.

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

HHM Hotels seeks a Guest Service Agent to greet, register and assist guests in a friendly, brand-compliant manner. You will handle check-ins/outs, reservations and payments using the property management system, while maintaining high guest satisfaction standards.

Your role includes balancing ledgers, handling inquiries, and supporting breakfast service during peak times. This position offers varied shifts and opportunities for growth within Front Desk leadership tracks.