Guest Service Agent

HHM Hospitality; Bethesda (MD); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Agent to create memorable experiences for guests. This role involves greeting and assisting guests, managing reservations, and ensuring satisfaction through attentive service. Ideal candidates will possess excellent customer service skills and a friendly demeanor, contributing to a welcoming environment. Join a team that values excellence, service, and sustainability, and take the first step in your growth path towards supervisory roles in the front office. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Greet, register and service guests in a friendly manner.
• Resolve guest complaints and ensure overall guest satisfaction.
• Perform bookkeeping activities and assist in the breakfast area.

Skills

Customer Service

Communication

Problem Solving

Education

High School Diploma or Equivalent

Tools

PMS Systems

Job description

Overview

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

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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