Guest Service Agent

Hersha Hospitality Management; Cambridge (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading hospitality management company is seeking a Guest Service Agent to provide exceptional service to guests. This role involves greeting guests, managing reservations, and ensuring overall satisfaction. Opportunities for career growth are available, with potential advancement to supervisory and managerial positions. Join a team that values excellence and customer service.

Benefits

Medical, Dental, and Vision Insurance

Paid Time Off

401(k) Company Match

Daily Pay option

Free Basic Life Insurance

Travel discounts

Commuter transit and parking benefits

Employee Assistance and Wellness programs

Opportunities for education and professional development

Referral bonus program

Qualifications

• Previous customer service experience required.
• High School diploma preferred.

Responsibilities

• Greet and register guests in a friendly manner.
• Handle guest complaints and ensure satisfaction.
• Perform bookkeeping activities and monitor guest satisfaction scores.

Skills

Customer Service

Communication

Education

High School diploma

Tools

PMS systems

Job description

Overview

Opportunity: Guest Service Agent

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

Your Growth Path

Potential career progression includes roles such as Front Desk Supervisor, Sales Coordinator, Front Office Manager, or Sales Manager.

Your Focus

1. Greet guests immediately and offer assistance with their needs.
2. Register guests and assign rooms.
3. Establish payment methods and verify credit.
4. Make and confirm reservations.
5. Compute bills, collect payments, and make change for guests.
6. Transmit and receive messages via telephone or PMS system.
7. Respond promptly to guest requests.
8. Handle guest complaints and escalate to supervisor if needed.
9. Secure guests' valuables in hotel safes or deposit boxes.
10. Perform bookkeeping activities, such as balancing accounts and conducting audits.
11. Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
12. Follow sustainability guidelines related to HHM’s EarthView program.
13. Practice safe work habits, wear protective equipment, and follow MSDS and OSHA standards.
14. Assist in the breakfast area or with luggage during peak periods or staffing shortages.
15. Ensure overall guest satisfaction.
16. Perform other duties as assigned by management.

Your Background and Skills

1. High School diploma or equivalent preferred.
2. Previous customer service experience or equivalent training required.
3. Knowledge of PMS systems is preferred.

HHM Hotels Benefits and Perks

1. Competitive wages for full-time and part-time roles.
2. Medical, Dental, and Vision Insurance.
3. Paid Time Off.
4. 401(k) Company Match.
5. Daily Pay option.
6. Free Basic Life Insurance.
7. Access to TELUS Health for confidential support.
8. Travel discounts.
9. Commuter transit and parking benefits.
10. Employee Assistance and Wellness programs.
11. Opportunities for education and professional development.
12. Referral bonus program.

Work Environment and Conditions

1. Work schedules vary and may include holidays, weekends, and shifts.
2. Requires standing, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Our Values

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

About Us

HHM Hotels is an equal-opportunity employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected class.

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