Guest Service Agent

Waterford Group Llc; Hartford (CT); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Agent to enhance guest experiences. In this dynamic role, you will be the first point of contact for guests, ensuring a warm welcome and smooth check-in/check-out processes. You will provide valuable information about hotel amenities and local attractions while addressing guest inquiries and concerns with professionalism. The company values health and wellness, offering comprehensive insurance options and paid time off for full-time associates. Join a team that celebrates collaboration and continuous improvement, where your contributions are recognized and rewarded.

Benefits

Health Insurance

Paid Time Off

401k Plan

Hotel Discounts

On Demand Pay

Pet Insurance

Shoe Subsidy

Qualifications

• Strong customer service skills with a focus on guest satisfaction.
• Ability to manage reservations and handle guest inquiries effectively.

Responsibilities

• Welcome guests and manage check-in/check-out processes efficiently.
• Provide information about hotel services and local attractions.
• Handle guest concerns and ensure a seamless experience.

Skills

Customer Service

Communication Skills

Problem Solving

Reservation Management

Education

High School Diploma

Tools

Hotel Management Software

Payment Processing Systems

Job description

Come Join the Waterford Hotel Group Team!

Waterford Hotel Group is continuously looking to meet the best and brightest talent that the hospitality industry has to offer. Waterford is dedicated to the growth and development of our associates and we welcome you to discover a culture where your contributions are recognized and celebrated. If you want to be part of a team that embraces collaboration with a focus on continuous improvement and you think you have what it takes to “wow” our customers, we invite you to explore a career with Waterford Hotel Group.

What You Will Be Doing

The Guest Service Agent is the face of the hotel and plays a vital role in ensuring a welcoming, positive, and seamless guest experience. This position is responsible for welcoming guests, handling check-ins and check-outs, managing reservations, and assisting with guest inquiries while delivering outstanding customer service that aligns with Marriott and Waterford Hotel Group's high standards.

Job Requirements + Responsibility

• Greet and welcome guests with a warm, professional demeanor.
• Perform check-in and check-out procedures efficiently, ensuring accuracy and adherence to hotel policies.
• Process reservations, modifications, and cancellations as needed.
• Provide guests with information about hotel services, amenities, local attractions, and dining recommendations.
• Handle guest concerns and resolve issues promptly and professionally to ensure guest satisfaction.
• Pre-arrival planning for current day through upcoming week.
• Review upcoming arrivals, special requests, package reservations.
• Review upcoming groups, and special requirements for all.
• Monitor the mobile dashboard to send mobile keys prior to arrival time.
• Constant monitoring of the Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals.
• Accurately process payments, including cash, credit cards, and Marriott Bonvoy points.
• Manage room inventory and communicate with housekeeping to ensure rooms are ready for arrivals.
• Assist in upselling rooms and promoting Marriott Bonvoy membership enrollment.
• Coordinate with other departments, including housekeeping, maintenance, and food & beverage, to meet guest needs.
• Communicate effectively with colleagues and supervisors to ensure smooth hotel operations.
• Follow all Marriott and Waterford brand standards, policies, and procedures.

WATERFORD HEALTH AND WELLNESS

Health Insurance is available on the first of the month after hire!

We value the health and wellness of you and your family. Full-time associates can enroll in medical, dental and vision coverage and part-time associates averaging 17.5 hours a week can enroll in dental and vision coverage. Everyone’s needs are different and there is something for everyone with numerous supplemental insurances to choose from.

We know that life gets in the way, and YOU deserve to recharge. Full-time associates receive paid time off within the first 90 days of employment. We also offer paid holidays for eligible associates. If you stick with us for five years or more, enjoy paid days off for your Birthday and Employment Anniversary date!

EXCITING EXTRAS

• On Demand Pay: Why wait for pay day – get your pay when you need it 24/7.
• Pet Insurance: We cover the whole family, and all associates are eligible for discounted pet insurance.
• 401k Plan: Nobody wants to work forever, start planning for your future now.
• Hotel Discounts: It’s one of the biggest industry perks.
• Shoes for Crew: All associates are eligible for a shoe subsidy through Shoes for Crews.

For more information, please visit our website at waterfordhotelgroup.com

EOE/M/F/D/V

Source: Waterford Hotel Group