Guest Service Agents

RMS Companies; Danbury (CT); On-site; USD 29,000 - 43,000; Full time

Job summary

RMS Companies in Danbury, CT seeks a professional Front Desk Clerk to manage guest arrivals and departures with warmth and efficiency. You will assist guests with room reservations, provide information on local attractions, and coordinate with other departments to ensure smooth service throughout shifts.

The role requires weekend availability and strong cash handling, communication, and problem-solving skills to maintain guest satisfaction and hotel standards.

Qualifications

• Maintain a welcoming, courteous demeanor with guests.
• Provide accurate information about hotel services and local attractions.
• Possess excellent communication and cash-handling skills.
• Coordinate with maintenance and management to resolve issues.
• Commit to weekend shifts and daily operating hours.

Responsibilities

• Handle prompt check-in and check-out with courtesy.
• Communicate with guests, team members, vendors, and guests.
• Provide knowledge of hotel property, local attractions, and hours of operation.
• Process payments and follow cash handling policies.
• Maintain professional appearance and adhere to standards.
• Prepare for arrivals, create room keys, and manage wake-up calls.
• Respond to inquiries and manage reservations and room assignments.
• Balance and complete shift reports and logs.

Job description

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.
• Safeguard guests and hotel assets by following all established hotel policies and procedures.
• Collect payment for services rendered during a guest stay and meet guests’ additional needs.
• Follow company policies and procedures, maintain confidentiality, protect company assets, and uphold quality standards.
• Ensure uniform, personal appearance, and communications are professional.
• Accountable for processing check‑ins and check‑outs in a friendly, efficient, and courteous manner.
• Create reservations and process special requests.
• Assist guests by providing knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Work as a team player in meeting guests’ needs.
• Provide gracious and efficient telephone services.
• Respond to incoming calls and emails promptly, ensuring accurate information.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner, including meeting space, rooftop (seasonal), EOS, Siena Restaurant Log (when applicable), and guest complaint log.
• Prepare for daily arrivals and create room keys for incoming guests.
• Accept and provide wake‑up calls for guests.
• Collaborate effectively with other service departments to manage guest services.
• Listen, apologize with empathy, and direct complaints to the proper supervisor when resolving guest problems.
• Process customer credit at check‑in/out in accordance with hotel policy.
• Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, and entertainment.
• Determine a guest’s reservation status and identify duration of stay.
• Help guests complete registration cards and assign rooms, accommodating special requests whenever possible.
• Verify the guest’s method of payment and follow 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.
• Ensure meeting rooms are 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 assist as needed.
• Use proper two‑way radio etiquette when communicating with other employees.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• Complete front desk and housekeeping reports, including Unbalanced Folios (Daily), Exceeded Credit Limit (Daily), Siena Restaurant Room Charge Log (Daily), and Guest Complaint Log (as needed).
• Balance and prepare individual paperwork for closing shift according to hotel standards.

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 requests in a timely manner.
• Work 7 am–3 pm and/or 3 pm–11 pm shifts; weekends are required.