Guest Service Agent

Fairfield Inn Tewksbury; Tewksbury (MA); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Competitive Pay

Training & Development

Advancement Opportunities

Medical

Vision

401k with Match

Paid Time Off

Holiday Pay

Free Parking

Creating memorable experiences

Job summary

Fairfield Inn Tewksbury is hiring a Front Desk Agent to warmly welcome guests and manage check-in/out with precision. You will update reservations, assign rooms, and protect guest privacy while contributing to a memorable stay through upselling and proactive service.

You will work with a team in a fast-paced hotel setting, delivering professional, engaging service and handling inquiries to ensure a high guest satisfaction level.

Qualifications

• Must be able to communicate effectively in English with guests and colleagues.
• Strong customer-service orientation with a friendly, professional demeanor.
• Ability to handle multiple tasks with courtesy and accuracy.
• Excellent interpersonal and written/verbal communication skills.

Responsibilities

• Greet guests with a warm, sincere welcome and assist with check-in/out.
• Update reservations and guest profiles to 100% accuracy and assign rooms.
• Issue keys securely and protect guest privacy at all times.
• Settle guest accounts and coordinate with other hotel outlets to upsell services.
• Respond to inquiries and resolve issues, escalating to supervisor when needed.
• Create reservations for desk or after-hours calls and support guests as needed.

Skills

English proficiency

Guest service orientation

Communication skills

Problem solving

Team collaboration

Job description

Are you ready to be a part of a great team with many growth opportunities? Are you someone who smiles at every person you see or are you someone who strives to make a positive difference in someone's day? Join us as a Front Desk Agent where your contributions will make a significant impact on our guests' experiences!

You are the beginning of an exceptional guest experience. As a Front Desk Agent, you will make our guests feel welcome and reflect the exceptional experience to come when they arrive. Your personalized interactions, care in guest room selection, and knowledge of the hotel will ensure our guests have a lasting memory of their visit.

Responsibilities:

• Greet guests upon arrival with a warm and sincere welcome.
• Perform all functions of guest registry including check in and check out, updating reservations and guest profiles to 100% accuracy, swift but correct room assignments.
• Issue keys while ensuring utmost safety and confidentiality.
• Maintain and protect guest privacy and discretion.
• Settle guest accounts while ensuring all services standards are followed.
• As an Ambassador of the hotel, you will assist guests and answer inquiries regarding hotel facilities in an informative and helpful way.
• Drive revenue through room upsells and cross-promotion of other hotel outlets.
• Builds strong rapport with support departments.
• Create reservations for guests who are at the desk or who call in after hours.
• Consistently offers professional, engaging and friendly service.
• Resolve guest issues and inquires, and escalat to Supervisor or Manager when appropriate.
• Other duties as assigned

Requirements:

• Ability to work all shifts including overnights, weekends, and holidays.
• Previous experience in hotel front office operations preferred.
• Proficiency in English required, bilingual is an asset.
• Excellent written/verbal communication, coaching and interpersonal skills.
• Strong guest service orientation, utilizing empathy and creative thinking.
• Ability to work well under pressure.
• Thrives in a fast-paced environment.
• Must have open availability work weekends and holidays.

Physical:

• Frequent walking and standing during shift
• May occasionally exert up to 25 pounds lift, carry, push, or pull objects

We are an organization driven by our Guiding Principles – Associate Engagement, Presentation of our Hotels, Driving Guest Loyalty, Ensuring Financial Success, Community and Global Focus. We pride ourselves on having a reputation of providing our guests with genuine hospitality and a commitment to service that exceeds their expectations. As a growing organization, our passion is serving guests and providing an unforgettable experience. We create loyal relationships by delivering what was promised with a focus on accountability, attention to detail, integrity and superior quality and service.

What You Can Expect -

• Competitive Pay
• Training & Development
• Opportunity for Advancement
• Medical
• Vision
• 401k with Match
• Paid Time Off
• Holiday Pay
• Free Parking
• Creating memorable experiences one guest at a time
• Opportunities to give back to the community through our global focus efforts

The Company provides equal employment opportunities to all Associates and applicants for employment without regard to race, color, national origin, sex (including pregnancy, sexual orientation, transgender status, or gender identity or expression), marital status, religion, age, disability, genetic information, veteran status, or any other characteristics protected by federal, state, or local laws.