Guest Service Agent

Hilton Garden Inn Hershey; Hummelstown (Dauphin County); On-site; USD 40,116,000 - 51,577,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Daily Pay

Travel Discounts

Life Insurance

Wellness Program

Education & Development

Referral Bonus

Job summary

Hilton Garden Inn Hershey is seeking a Guest Service Agent to warmly greet and assist guests, check them in and out, and coordinate room assignments using the PMS system. You will handle payments, reservations, and guest inquiries with a focus on satisfaction and safety.

The role involves standing for extended periods, assisting during peak times, and working varied shifts. Prior customer service experience is preferred; PMS familiarity is valued.

Qualifications

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

Responsibilities

• Greet guests and assist with their needs.
• Register and assign guests to hotel rooms.
• Process payments and verify payment methods.
• Make and confirm reservations.
• Handle guest requests and respond promptly.
• Receive and resolve guest complaints, escalating when needed.
• Balance accounts and perform basic bookkeeping.
• Ensure guest satisfaction and accuracy in billing.
• Assist in the breakfast area or with luggage during peak times.
• Maintain safety and follow hotel policies.

Skills

Customer service

PMS systems

Education

High school diploma or equivalent

Job description

Opportunity: Guest Service Agent

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

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 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.


• 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.

HHM Hotels Benefits And Perks

• Competitive wages for full time and part time opportunities


• Medical, Dental and Vision Health Insurance


• Paid Time Off


• 401k Company Match


• Daily Pay


• Free Basic Life Insurance


• 24/7 access to TELUS Health, a confidential work-life resource.


• Travel Discounts


• Commuter Transit and Commuter Parking Benefits


• Employee Assistance and Wellness Program


• Educational/Professional Development


• Referral Bonus Program

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