Guest Service Agent

HHM Hospitality; Washington (District of Columbia); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team as a Guest Service Agent at a leading hospitality firm. In this role, you'll be the first point of contact for guests, ensuring they receive exceptional service from check-in to check-out. Your responsibilities will include greeting guests, managing reservations, and addressing any inquiries or complaints. This is an excellent opportunity for those looking to grow in the hospitality industry, with potential advancement to supervisory roles. If you're passionate about providing outstanding guest experiences and thrive in a fast-paced environment, this position is perfect for you.

Qualifications

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

Responsibilities

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

Skills

Customer Service

PMS Systems Knowledge

Education

High School Diploma or Equivalent

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 assistance with their needs.
• Register guests and assign rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change.
• Transmit and receive messages via telephone or PMS system.
• Respond promptly to guest requests.
• Handle guest complaints and escalate if necessary.
• Secure guest valuables in hotel safes or deposit boxes.
• Perform bookkeeping activities, including balancing accounts and audits.
• Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
• Follow sustainability guidelines, including HHM’s EarthView program.
• Practice safe work habits, wear protective equipment, and adhere to MSDS and OSHA standards.
• Assist in the breakfast area or with luggage during peak periods or staffing shortages.
• Ensure overall guest satisfaction.
• Perform other duties as assigned by management.

Your Background and Skills

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

Work Environment and Conditions

• Work hours vary and may include holidays, weekends, and alternate shifts.
• Requires standing for long periods, walking, pushing, 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 group.

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