Guest Service Agent

Plazahotelelpaso; Boston (MA); On-site; USD 32,000 - 44,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Daily Pay

Travel Discounts

Wellness Program

Education/Professional Development

Referral Bonus

Job summary

HHM Hotels is seeking a Guest Service Agent in the Boston area to greet guests, register arrivals, and handle payments and reservations with accuracy. You will operate the PMS system, deliver outstanding service, and assist during peak periods with luggage and breakfast support.

Ideal candidates bring a high school diploma and previous customer service experience. The role includes varied shifts and a commitment to safety and guest satisfaction across all touchpoints.

Qualifications

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

Responsibilities

• Greet guests and assist with their needs.
• Register and assign guests to hotel rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change.
• Use the PMS system to transmit/receive messages and manage guest requests.
• Respond to guest requests promptly and professionally.
• Resolve guest complaints, escalating when necessary.
• Secure valuables in hotel safe when needed.
• Balance accounts and conduct audits.
• Support breakfast area and luggage handling during peak times.
• Aim to achieve high guest satisfaction scores.

Skills

Customer service

Guest relations

PMS familiarity

Cash handling

Education

High School diploma or equivalent

Tools

PMS system

Job description

Opportunity: Guest Service Agent

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.
• 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.

HHM Hotels Benefits and Perks

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

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