Guest Service Agent

Themollypitcher; Red Bank (NJ); On-site; USD 32,000 - 48,000; Full time

Job summary

The Molly Pitcher Inn in Red Bank, NJ is seeking a friendly Guest Service Agent for our Front Office team to welcome guests from the moment they arrive and help ensure a smooth, memorable stay. This hands-on role includes assisting with reservations and billing and coordinating with other departments to meet guest needs.

You will check guests in and out, issue room keys, provide local information, handle telephone reservations, and maintain a calm, professional demeanor even during busy periods.

Qualifications

• Excellent interpersonal and communication skills.
• Warm, welcoming and professional approach to guests and coworkers.
• Ability to remain calm, organized, and attentive to detail in a busy environment.
• Strong problem-solving skills and initiative.
• Team player with ability to coordinate across departments.
• Willingness to learn hotel systems, procedures and operations.
• Flexibility to work opening/closing shifts, weekends and holidays.

Responsibilities

• Welcome guests with a warm, professional approach and create a positive first impression.
• Check guests in and out, issue room keys, and handle reservations and billing.
• Provide information about hotel services, dining and local area.
• Coordinate with Bell Services, Housekeeping, Engineering and other departments.
• Answer calls with professional etiquette and assist with reservations.
• Review arrivals and special requests to ensure guest needs are anticipated.
• Resolve guest concerns and assist Front Office leadership when needed.

Skills

Interpersonal skills

Communication skills

Calm under pressure

Detail oriented

Teamwork

Initiative

Willingness to learn

Job description

Be the face of the hotel and create memorable experiences from the moment our guests arrive.

We are looking for a friendly, confident, and service-minded Guest Service Agent to join our Front Office team. As one of the first and last people our guests interact with, you will play an important role in creating a welcoming experience and making sure each stay runs smoothly.

This is a hands-on hospitality position where no two shifts are exactly alike. You will welcome arriving guests, assist with reservations and billing, answer questions, coordinate with other departments, and help resolve guest needs throughout their stay. You will work closely with the Front Office Manager and Front Office Supervisors while becoming a knowledgeable resource for everything happening throughout the hotel.

If you enjoy meeting people, solving problems, staying busy, and taking pride in providing genuine hospitality, we would love to meet you.

What You'll Do

• Welcome guests and visitors with a warm, professional, and genuine approach, creating a positive first impression of the hotel.
• Deliver exceptional service at the Front Desk and throughout the guest experience.
• Maintain a friendly, cheerful, and professional demeanor, even during busy periods.
• Review daily arrivals and special requests and do everything possible to ensure guest needs are anticipated and addressed.
• Check guests in and out efficiently and accurately.
• Assign guest rooms and issue room keys.
• Process guest payments and assist with billing questions or concerns.
• Serve as a knowledgeable resource for guests, providing information about the hotel, dining, events, local area, and available amenities.
• Answer telephone calls and assist with reservations using professional telephone and reservation etiquette.
• Accurately describe the hotel, explain available rates and room options, and assist guests with making reservations.
• Work closely with Bell Services, Housekeeping, Engineering, and other departments to coordinate guest requests and ensure a seamless stay.
• Review group arrivals and the Group Resume to ensure routing, comments, room assignments, and other details are accurate and ready for arrival.
• Assist with guest concerns and requests, involving Front Office leadership when additional support is needed.
• Follow all hotel safety, security, and operational policies and procedures.
• Assist the Front Office Manager and Front Office Supervisors with additional projects and responsibilities as needed.

What We're Looking For

We are looking for someone who enjoys working with people and takes genuine pride in providing great service. Previous hotel or hospitality experience is helpful, but we are also interested in candidates with strong customer service experience who are eager to learn and grow in the hospitality industry.

Successful candidates will have:

• Excellent interpersonal and communication skills.
• A warm, welcoming, and professional approach to guests and coworkers.
• The ability to remain calm, organized, and attentive to detail in a busy environment.
• Strong problem-solving skills and the ability to take initiative.
• The ability to work effectively as part of a team and communicate with multiple departments.
• A willingness to learn hotel systems, procedures, and operations.
• The flexibility to work opening and closing shifts, weekends, and holidays as required.

• The position requires mobility. While performing the duties of this position, the employee is frequently required to sit, kneel, stand, stoop, bend, stretch, communicate, reach, and manipulate objects.
• Must be able to bend, squat and lift up to 50 pounds, as well as be able to push and pull carts and luggage weighing up to 100 pounds.
• Must be able to stand for extended periods of time.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the employee’s department leadership. Furthermore, this description is subject to change, at the sole discretion of the hotel, and in no way creates an employment contract, implied or otherwise; each employee remains, at all times, an “at will” associate.

Source: Molly Pitcher Inn