Guest Service Agent

Residence Inn by Marriott Santa Fe; Santa Fe (NM); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Competitive wages

Medical, Dental and Vision Health

Paid Time Off

401k Company Match

Daily Pay

Free Basic Life Insurance

Travel Discounts

Commuter Benefits

Employee Assistance and Wellness

Educational/Professional Development

Referral Bonus Program

Job summary

Residence Inn by Marriott Santa Fe seeks a Guest Service Agent to greet, register and service guests in a friendly, brand-aligned manner, using the hotel PMS system to manage reservations, payments and guest requests. The role supports breakfast service during peak times, assists with luggage when staffing allows, and strives to elevate guest satisfaction while adhering to safety standards.

Prior customer service experience and PMS knowledge are preferred.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet guests and assist with their needs.
• Register and assign guests to rooms.
• Manage payments and verify credit.
• Make and confirm reservations.
• Handle billing, balance accounts, and audits.
• Transmit and receive messages using the PMS system.
• Respond to guest requests promptly.
• Resolve guest complaints or escalate to supervisor as needed.
• Secure guests' valuables in hotel safe or safe-deposit boxes.
• Assist in the breakfast area or with luggage during peak periods.
• Follow safety procedures and OSHA/MSDS standards.
• Perform other duties as requested by management.

Skills

Customer service experience

Communication skills

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

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 Skill

• 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