Guest Service Agent

Stonebridge Hospitality Management; Needham (AL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

PTO

401(k) matching

Wellness support

Life and disability coverage

Savings accounts

Tuition aid

Travel and lodging perks

Job summary

Stonebridge Hospitality Management is seeking a Guest Service Agent for Residence Inn Needham, MA. You will greet guests, efficiently check them in and out, and maintain accurate records to ensure a smooth front desk operation in a busy hotel environment.

This on-site role requires excellent customer service, clear communication, cash handling, and proficiency with property management systems plus basic office software.

Qualifications

• Previous front desk or guest service experience preferred.
• Strong customer service and communication skills for guests and staff.
• Proficiency with property management systems and basic office software (Word, Excel).
• Ability to handle cash transactions and basic bookkeeping tasks.
• Excellent problem-solving abilities to resolve guest issues.
• Strong organizational skills for managing reservations and records.
• Ability to work independently and follow hotel policies.

Responsibilities

• Greet, register, and assign rooms to guests upon arrival.
• Verify guest credit and establish payment methods.
• Maintain room availability and guest accounts in PMS.
• Post charges for rooms, meals, and services.
• Balance cash and perform basic bookkeeping tasks.
• Issue room keys and coordinate with staff.
• Review accounts at check-out and finalize charges.
• Transmit guest messages via phone or switchboard.
• Coordinate with housekeeping and maintenance to address issues.
• Make and confirm reservations; answer service inquiries.

Skills

Customer service

Communication skills

Property management systems

Cash handling

Problem solving

Organizational skills

Independent work

Office software

Tools

Microsoft Word

Microsoft Excel

Job description

City, State:

Needham, Massachusetts

Title: Guest Service Agent

Location: Residence Inn Needham, MA

FLSA: Non-Exempt

Status: Full-time

Reports to: Operations Manager

Pay Range: $18.00- $20.00

Job Summary: The Guest Service Agent is responsible for ensuring smooth check-in and check-out procedures, maintaining accurate guest records, and providing outstanding guest services. This role supports the hotel’s front office operations and handles various guest inquiries, payments, and reservations to ensure a high level of guest satisfaction.

Essential Functions and Duties:

• Greet, register, and assign rooms to guests upon their arrival.
• Verify guest credit and establish payment methods for accommodation.
• Keep accurate records of room availability and guest accounts using property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform basic bookkeeping tasks, such as balancing cash accounts.
• Issue room keys and provide necessary instructions to bell attendants.
• Review accounts and charges with guests during the check-out process.
• Post charges for rooms, food, beverages, and services to ledgers manually or via computer systems.
• Transmit and receive guest messages using telephones or switchboards.
• Coordinate with housekeeping and maintenance staff to address guest-reported issues.
• Make and confirm reservations for guests.
• Answer inquiries about hotel services, nearby dining, shopping, and entertainment options.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• Previous experience in a hotel front desk or guest service role preferred.
• Strong customer service and communication skills to interact effectively with guests and staff.
• Proficiency in using property management systems and basic office software (e.g., Word, Excel).
• Ability to handle cash transactions and perform basic bookkeeping tasks.
• Excellent problem-solving abilities to resolve guest issues efficiently.
• Strong organizational skills with attention to detail in managing guest reservations and records.
• Ability to work independently and follow established hotel policies and procedures.

Work Environment:

• Primarily indoor work within the hotel’s front desk and lobby areas.
• Requires standing and walking for long periods throughout the shift.
• Must be able to lift and carry up to 10 lbs. occasionally (e.g., ledgers, small office supplies).
• Flexible schedule required, including availability for evening, weekend, and holiday shifts.
• Frequent use of a computer and telephone, interacting with guests and team members.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position’s requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

2026-10-01

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.