Guest Service Agent

HHM Hotels; Long Beach (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a leading hotel as a Front Desk Associate, where you will greet guests, manage reservations, and ensure a high level of customer satisfaction. This role offers opportunities for growth within the company, emphasizing service excellence and adherence to sustainability standards.

Qualifications

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

Responsibilities

• Greet and register guests, ensuring satisfaction.
• Handle reservations, payments, and complaints.
• Monitor guest satisfaction scores.

Skills

Customer Service

Communication

Education

High School Diploma

Tools

PMS Systems

Job description

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 promptly.
• 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 towards 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 adhere to MSDS and OSHA standards.
• Assist in the breakfast area or help guests with luggage during peak periods or when staffing assistance is needed.
• Ensure overall guest satisfaction.
• Perform other 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 may vary and include holidays, weekends, and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Our Core Beliefs

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, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other protected group.

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