Guest Services Associate - Front Desk (Flexible Shifts)

Jiten Hotel Management Inc; Walpole (MA); On-site; USD 21,000 - 28,000; Full time

Job summary

Home2 Suites by Hilton Walpole is seeking a Front Desk Agent to join our team in Walpole, MA. You will be the first point of contact for guests, handling check-ins/outs, reservations, and guest questions with a focus on exceptional service.

The role requires the ability to work a flexible schedule, including mornings, evenings, and weekend shifts, and to maintain a polished appearance in accordance with hotel standards.

Qualifications

• High school diploma or GED required; however post high school education or training preferred.
• Requires standing to a significant degree
• Excellent customer service focus
• Pleasant, professional, and helpful demeanor
• Able to work a flexible schedule that will include nights, weekends, and holidays

Responsibilities

• Report to work on time, in proper and clean uniform, including name tag.
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
• Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
• Have knowledge about guest rooms, locations, amenities, features, and all other services offered by the hotel.
• Provide the highest quality of service to the customer at all times.
• Answer the phones according to the standards of proper etiquette and as fast as possible no more than three rings.
• Greet and register guests and provide assignments accommodating special requests whenever possible.
• Assist in pre-registration and blocking of reservations.
• Have working knowledge of reservations and procedures, take reservations, and know the cancellation procedures and the walk policy.
• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Communicate with incoming shift by logging pertinent information in the Pass On Log.
• Ensure that all cash, check, and misc. departments are in balance at the end of each shift.
• Check all credit cards to ensure they are valid.
• Keep Housekeeping informed of any special requests, late check-outs and special need areas in the hotel.
• Receive and transmit mail, phone and written messages for guests on a confidential basis.
• Answer inquiries pertaining to hotel services, shopping, dining, and entertainment and travel directions.
• Post any and all charges that pertain to a guest bill (individual, group master, or city ledger accounts), collect payment and make change for hotel guests following all cash procedures.
• Handle special service requests including securing of guest valuables in safety deposit boxes.
• Be very knowledgeable of the hotels brand priority members program.
• Have thorough knowledge of emergency procedures
• Be aware of new potential sales contacts through guest interaction and report the information to the Sales Department.
• Be able to move luggage or packages weighing up to 30 pounds
• Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the employee handbook.
• Other duties, as assigned, which the employee is capable of performing.
• Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the procedures the management team and company have established.
• Have knowledge about all emergency procedures and know how to act on them.
• Be flexible in regard to your work schedule.
• Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.

Skills

Customer service

Professional demeanor

Flexible schedule

Education

High school diploma or GED

Post high school education or training

Job description

Home2 Suites by Hilton Walpole is seeking a Front Desk Agent to join our team in Walpole, MA. You will be the first point of contact for guests, handling check-ins/outs, reservations, and guest questions with a focus on exceptional service.

The role requires the ability to work a flexible schedule, including mornings, evenings, and weekend shifts, and to maintain a polished appearance in accordance with hotel standards.