Guest Service Representative

River Link Hotels; New London (CT); On-site; USD 20,664,000 - 28,930,000; Full time

Job summary

Hilton Garden Inn Mystic/Groton is hiring a Hotel Front Desk Agent to be guests’ first contact and manage check-in/out, reservations, and information about rooms, rates and amenities. Experience with hotel reservations software and familiarity with travel planning websites (Booking, TripAdvisor) is a plus.

You will provide excellent customer service, welcome guests, assign rooms, liaise with housekeeping, upsell facilities when appropriate, and maintain accurate records of bookings and payments

Qualifications

• Experience in guest service or front desk roles is preferred.
• Familiarity with hotel reservation systems and travel planning sites is a plus.
• Strong communication and organizational abilities are essential.

Responsibilities

• Perform check-in and check-out tasks for guests.
• Manage online and phone reservations and provide information on rooms, rates and amenities.
• Welcome guests, assign rooms and coordinate with housekeeping to ensure room readiness.
• Upsell facilities and services when appropriate and maintain accurate booking records.

Skills

Customer service

Communication

Organizational skills

Hotel reservations software

Travel planning websites

Job description

Hilton Garden Inn Mystic/Groton is hiring for a hotel Front Desk Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation. Responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.

Responsibilities

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients’ complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments

Skills

• Work experience as a Hotel Front Desk Agent, Receptionist or similar role
• Experience with hotel reservations software
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Customer service attitude
• Excellent communication and organizational skills

Holidays and Weekends Required