Guest Service Agent

Plazahotelelpaso; Bethesda (MD); On-site; USD 100,000 - 125,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Guest Service Agent to provide exceptional service to guests. This role involves greeting and assisting guests with their needs, managing reservations, and ensuring overall satisfaction. You will be part of a team that values excellence and sustainability, contributing to a welcoming environment. If you have a passion for customer service and enjoy working in a dynamic setting, this opportunity could be the perfect fit for you. Join a company that believes in the power of people and offers a clear growth path within the organization.

Qualifications

• Customer service experience is required for this role.
• Knowledge of PMS systems is preferred but not mandatory.

Responsibilities

• Greet and register guests, ensuring a friendly experience.
• Handle guest requests and resolve complaints promptly.
• Perform bookkeeping activities and manage payments.

Skills

Customer Service

PMS Systems Knowledge

Bookkeeping

Education

High School Diploma or Equivalent

Job description

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

• 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.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• 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.

Your Background and Skill

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

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels