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Guest Service Agent

Rms Companies

Stamford (CT)

On-site

USD 30,000 - 40,000

Full time

6 days ago

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Job summary

A leading hotel in Stamford is seeking a dedicated Guest Service Agent to join their front desk team. This entry-level role focuses on providing exceptional customer service, creating memorable guest experiences, and ensuring a seamless check-in and check-out process. Ideal candidates will thrive in a dynamic, guest-oriented environment and have a passion for hospitality, along with full availability for varying shifts including weekends.

Qualifications

Strong communication and interpersonal skills.
Ability to handle customer service inquiries professionally.
Basic knowledge of hotel operations and local attractions.

Responsibilities

Process guest check-ins and check-outs efficiently.
Respond to guest inquiries and assist with special requests.
Communicate effectively with team members to manage guest services.

Skills

Customer Focus

Communication

Problem Solving

Education

High School Diploma or equivalent

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The Lloyd Hotel in Stamford is looking for a Guest Service Agent who is dedicated and customer-focused that can provide exceptional service and create memorable experiences for our guests. As a key member of our front desk team, you will be the first point of contact for visitors, ensuring that their stay is seamless, comfortable, and enjoyable. If you have a passion for hospitality and thrive in a dynamic, guest-oriented environment, we would love to have you as part of our team!

Role Responsibilities

Responsible for the prompt, efficient, and courteous check in and check out of guests.
Ensure efficient communication with team members, vendors, and guests.
Maintain a welcoming attitude and respond to all service questions and requests.
Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
Ensuring your uniform, personal appearance, and communications are professional.
Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
Creates reservations and processes special requests.
Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
Works as a team player in meeting guests' needs.
Provides gracious and efficient telephone services.
Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
Meeting Space Checklist
Rooftop Checklist (When in season)
EOS
Guest complaint log (If any)
Prepares for daily arrivals and creates room keys for incoming guests.
Accepts and provides wake up calls for guests.
Collaborates effectively with other service departments to effectively manage guest services.
Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
Processes customer credit at check-in/out in accordance with hotel policy
Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
Determine a guest's reservation status and identify how long the guest will stay.
Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible.
Verify the guest's method of payment and follows established credit-checking procedures.
Follow all cash handling and credit card authorization policies.
Be aware of all rates, packages, and special promotions.
Be familiar with BEO/GEO reports and all in-house groups and meetings.
Make sure the meeting room is set up and broken down accordingly.
Be aware of closed out and restricted dates.
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
Have knowledge of emergency procedures and aid as needed.
Always use proper two-way radio etiquette when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Be able to complete a front desk reports and housekeeping reports such as, but not limited to:
Unbalanced Folios - Daily
Exceeded Credit Limit - Daily
Siena Restaurant Room Charge Log – Daily
Guest Complaint Log – When needed.
Balance and prepare individual paperwork for closing of shift according to hotel standards.

Role Requirements

Maintain market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes and requests.
Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.
Full work schedule availability; varying shifts including weekends

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Other

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