Guest Service Agent

HHM Hospitality; Southington (CT); On-site; USD 30,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Paid Time Off

401k Company Match

Daily Pay

Life Insurance

TELUS Health access

Travel Discounts

Transit Benefits

Wellness Program

Professional Development

Referral Bonus

Job summary

HHM Hotels is seeking a Guest Service Agent to warmly greet guests, register them, and manage room assignments and payments at the front desk. You will handle reservations, verify payment methods, and communicate with guests through the PMS system to ensure smooth check-in and checkout processes.

The role emphasizes exceptional guest service, prompt response to requests, and efficient handling of billing, with opportunities to grow into supervisory or sales roles within the front office.

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.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change.
• Transmit messages using telephone or PMS system.
• Respond to guest requests promptly.
• Receive and resolve guest complaints, escalating when needed.
• Secure valuables in hotel safes.
• Perform basic bookkeeping and balance accounts.
• Aim to increase guest satisfaction scores.
• Follow safety standards and wear PPE as required.
• Assist in breakfast area or with luggage during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service

Communication

Teamwork

Education

High School diploma or equivalent

Tools

PMS system

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

• 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

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.