Guest Service Agent

HHM Hospitality; City of Ithaca (NY); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Agent to join their dynamic team. In this role, you will be the first point of contact for guests, ensuring a warm welcome and providing exceptional service throughout their stay. Your responsibilities will include managing reservations, handling payments, and addressing guest inquiries and concerns. This position offers a unique opportunity for growth within the company, with potential advancement to supervisory roles. If you are passionate about customer service and thrive in a fast-paced environment, this is the perfect opportunity 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.
• Handle guest complaints and ensure overall satisfaction.
• Perform bookkeeping activities and manage guest payments.

Skills

Customer Service

PMS Systems Knowledge

Education

High School Diploma or Equivalent

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.

OPEN INTERVIEWSWe're holding open interview sessions on Sundays and Thursdays from 2-4 p.m. These are for all hourly positions open at this time. Park in the Green Street Garage and we'll validate your parking! When you enter the hotel, head for the restaurant and ask for Suzanne.

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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