Guest Service Agent

HHM Hospitality; Merrillville (IN); On-site; USD 25,000 - 35,000; Full time

Job summary

Join a forward-thinking hospitality company as a Guest Service Agent, where your friendly demeanor and dedication to guest satisfaction will shine. In this role, you'll greet and assist guests, manage reservations, and ensure a seamless experience while adhering to sustainability practices. With opportunities for advancement to roles like Front Desk Supervisor or Sales Manager, this position offers a pathway for growth in a dynamic environment. If you thrive in customer service and enjoy making a positive impact on guests, this role is perfect for you!

Qualifications

• Experience in customer service or equivalent training required.
• Knowledge of PMS systems is a plus.

Responsibilities

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

Skills

Customer Service

PMS Systems Knowledge

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 offer assistance 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 if necessary.
• Secure guests' valuables in safe or deposit boxes.
• Perform bookkeeping tasks such as balancing accounts and audits.
• Monitor guest satisfaction scores and work to improve guest experience.
• Follow sustainability practices related to HHM’s EarthView program.
• Practice safe work habits and adhere to OSHA standards.
• Assist in breakfast service or with luggage during peak times or staffing shortages.
• Ensure overall guest satisfaction.
• Perform other duties as assigned by management.

Your Background and Skills

• High School diploma or equivalent preferred.
• Experience in customer service or equivalent training required.
• Knowledge of PMS systems is a plus.

Work Environment and Conditions

• Work hours vary and may include holidays, weekends, and shifts.
• Requires standing, 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 committed to diversity and inclusion. 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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