Guest Service Agent

Hersha Hospitality Management; Southington (CT); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a leading hospitality management company as a Guest Service Agent. You'll be the first point of contact for guests, ensuring their needs are met with exceptional service. This role offers opportunities for growth within the company, including positions like Front Desk Supervisor or Sales Manager. You'll manage reservations, handle payments, and resolve any guest issues while maintaining high standards of service. With a focus on guest satisfaction, you'll play a vital role in creating a welcoming environment.

Benefits

Medical, Dental, and Vision Insurance

Paid Time Off

401k with Company Match

Daily Pay option

Free Basic Life Insurance

Travel Discounts

Commuter Transit and Parking Benefits

Employee Assistance and Wellness Programs

Educational and Professional Development opportunities

Referral Bonus Program

Qualifications

• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems is preferred.

Responsibilities

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

Skills

Customer Service

Communication

Education

High School diploma or equivalent

Tools

PMS systems

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

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

1. Immediately greet guests and offer assistance with their needs.
2. Register guests and assign rooms.
3. Establish payment methods and verify credit.
4. Make and confirm reservations.
5. Compute bills, collect payments, and make change.
6. Transmit and receive messages via telephone or PMS system.
7. Respond promptly to guest requests.
8. Resolve guest complaints, escalating when necessary.
9. Secure guest valuables in hotel safes or deposit boxes.
10. Perform bookkeeping, such as balancing accounts and conducting audits.
11. Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
12. Practice safe work habits, wear protective equipment, and follow MSDS and OSHA standards.
13. Assist in breakfast service or with luggage during peak periods or staffing shortages.
14. Ensure overall guest satisfaction.
15. Perform additional duties as assigned by management.

Your Background and Skills

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

HHM Hotels Benefits and Perks

• Competitive wages for full-time and part-time roles.
• Medical, Dental, and Vision Insurance.
• Paid Time Off.
• 401k with Company Match.
• Daily Pay option.
• Free Basic Life Insurance.
• Access to TELUS Health for confidential support.
• Travel Discounts.
• Commuter Transit and Parking Benefits.
• Employee Assistance and Wellness Programs.
• Educational and Professional Development opportunities.
• Referral Bonus Program.

Work Environment and Conditions

• Varied work schedule, including holidays, weekends, and shifts.
• Requires standing, walking, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Our Core Beliefs

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is an equal-opportunity employer. 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 category.

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