Guest Service Agent

Plazahotelelpaso; Washington (District of Columbia); On-site; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Guest Service Agent to provide exceptional service to guests. In this dynamic role, you will be the first point of contact, welcoming guests with a friendly demeanor and ensuring their comfort throughout their stay. Your responsibilities will include managing reservations, handling payments, and addressing guest inquiries and complaints. This position offers a unique opportunity to grow within the hospitality field, with potential advancement to supervisory roles. If you are passionate about customer service and thrive in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

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

Responsibilities

• Greet and register guests while ensuring their needs are met.
• Handle guest complaints and strive for satisfaction.
• Perform bookkeeping tasks and maintain guest accounts.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma or Equivalent

Tools

PMS Systems

Job description

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.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• 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 Skill

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

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

Source: HHM Hotels