Guest Service Agent

Plazahotelelpaso; Pittsburgh (Allegheny County); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

Paid Time Off

401k Matching

Daily Pay

Life Insurance

Travel Discounts

Transit Benefits

Wellness Program

Educational/Professional Development

Referral Bonus

Job summary

HHM Hotels in Pittsburgh, PA is seeking a Guest Service Agent to greet guests, register rooms, process payments and manage reservations using our PMS system. You will respond to requests and work to maintain high guest satisfaction while adhering to brand standards and safety protocols.

This full-time front desk role requires excellent customer service, the ability to stand for long periods, and teamwork to support breakfast service and luggage assistance during peak times. Benefits are included.

Qualifications

• Previous customer service experience is required.
• Familiarity with PMS systems preferred.
• Ability to handle payments and balancing duties.

Responsibilities

• Greet guests immediately and offer assistance.
• Register guests and assign rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and give change.
• Operate telephone and PMS system for messages.
• Respond to guest requests promptly.
• Receive and resolve guest complaints; escalate when needed.
• Secure valuables in hotel safe if needed.
• Balance accounts and perform audits as needed.
• Monitor guest satisfaction scores and strive to improve them.
• Follow safety procedures and wear required PPE.

Skills

Customer service

PMS knowledge

Cash handling

Education

High School diploma or equivalent

Tools

PMS software

Job description

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 Skills

• 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

Source: HHM Hotels