Guest Service Agent

Plazahotelelpaso; Brookline (MA); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Paid Time Off

401k match

Daily Pay

Life Insurance

TELUS Health

Travel Discounts

Transit & Parking Benefits

Employee Assistance

Education/Development

Referral Bonus

Job summary

HHM Hotels in Brookline, MA seeks a Guest Service Agent to greet guests, register them, and deliver courteous service in line with brand standards. The role supports front desk operations, handles payments, reservations, and communications via the PMS system.

You will strive to maximize guest satisfaction and assist during peak periods. Ideal candidates will have prior customer service experience and familiarity with PMS.

Qualifications

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

Responsibilities

• Greet guests immediately and offer to assist.
• Register and assign guests to hotel rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Transmit and receive messages using the PMS system.
• Respond to guest requests promptly.
• Receive and resolve guest complaints, elevating to supervisor when needed.
• Be aware of guest satisfaction scores and work toward improving them.
• Assist in the breakfast area or assist guests with luggage during peak periods.

Skills

Customer service

PMS systems

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.
• 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 Skills

• 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