Guest Service Agent

Hersha Hospitality Management; Danville (PA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hospitality management company is seeking a Guest Service Agent to provide exceptional service to guests. The role includes greeting and registering guests, managing reservations, and ensuring guest satisfaction. Opportunities for advancement to supervisory roles are available. Ideal candidates will have customer service experience and a high school diploma.

Qualifications

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

Responsibilities

• Greet, register, and service guests in a friendly manner.
• Handle guest complaints and ensure satisfaction.
• Perform bookkeeping tasks and assist during peak times.

Skills

Customer Service

Knowledge of PMS Systems

Education

High School Diploma

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

Potential advancement to Front Desk Supervisor, Sales Coordinator, Front Office Manager, or Sales Manager.

Your Focus

• Greet guests immediately and assist with their needs.
• Register guests and assign rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change.
• Transmit and receive messages via telephone or PMS system.
• Respond promptly to guest requests.
• Handle guest complaints and escalate when necessary.
• Secure guests' valuables in hotel safes or deposit boxes.
• Perform bookkeeping tasks, such as balancing accounts and conducting audits.
• Monitor guest satisfaction scores and work towards improving them.
• Follow sustainability practices related to HHM’s EarthView program.
• Practice safe work habits and follow OSHA standards.
• Assist in the breakfast area or with luggage during peak times or staffing shortages.
• Ensure overall guest satisfaction.
• Perform additional duties as assigned by management.

Your Background and Skills

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

Work Environment and Conditions

• Work schedule varies, may include holidays, weekends, and alternate shifts.
• Requires standing for long periods, 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 status.

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