Guest Service Agent

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

Job summary

An established industry player is seeking a Guest Service Agent to provide exceptional service to guests while adhering to brand standards. This role involves greeting guests, managing reservations, and ensuring a seamless experience from check-in to check-out. The ideal candidate will have a passion for customer service and the ability to handle guest inquiries and complaints effectively. Join a team that values excellence, offers competitive wages, and provides numerous benefits, including medical insurance and paid time off. If you thrive in a dynamic environment and are eager to grow within the hospitality industry, this opportunity is perfect for you.

Benefits

Medical, Dental, and Vision Insurance

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Transit and Parking Benefits

Employee Assistance and Wellness Programs

Educational and Professional Development Opportunities

Referral Bonus Program

Qualifications

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

Responsibilities

• Greet, register, and service guests in a friendly manner.
• Resolve guest complaints and ensure overall satisfaction.
• Perform bookkeeping activities and monitor guest satisfaction scores.

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.

Your Growth Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer assistance 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 for guests.
• Transmit and receive messages using telephones or the PMS system.
• Respond promptly to guest requests.
• Receive and resolve guest complaints, escalating to supervisor if necessary.
• Secure guests' valuables in hotel safes or safe-deposit boxes if not available in guest rooms.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Monitor 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 with luggage during staffing shortages or 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 Insurance.
• Paid Time Off.
• 401k Company Match.
• Daily Pay.
• Free Basic Life Insurance.
• Access to TELUS Health, a confidential work-life resource, 24/7.
• Travel Discounts.
• Commuter Transit and Parking Benefits.
• Employee Assistance and Wellness Programs.
• Educational and Professional Development opportunities.
• Referral Bonus Program.

Work Environment and Context

• Work schedule may vary, including holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, 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 based on 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 protected group.

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