Hotel Guest Service Representative - Front Desk Agent

Days Inn Inner Harbor; Baltimore (MD); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Service Representative to enhance guest experiences. In this dynamic role, you will be the first point of contact for guests, ensuring their needs are met with a smile. Your responsibilities will include managing reservations, processing payments, and resolving any guest complaints. This position requires a passion for customer service, teamwork, and the ability to thrive in a fast-paced environment. Join a growing team that values hard work and offers benefits like paid health insurance and paid time off after the probationary period.

Benefits

Paid Health Insurance

Paid Time Off after Probationary Period

Qualifications

• Experience in hospitality and customer service is preferred.
• Ability to stand for extended periods and handle guest requests efficiently.

Responsibilities

• Greet guests and assist with their needs to ensure satisfaction.
• Handle reservations, payments, and guest complaints effectively.
• Assist in breakfast area and support guests during peak periods.

Skills

Customer Service

Teamwork

Problem Solving

Communication

Education

High School Diploma or Equivalent

Tools

PMS Systems

Job description

Days Inn Inner Harbor is looking for the right candidate. If this sounds like you and you are ready to set your self apart from others, we are ready for you to join our team. As a growing hospitality company, we are looking for an experienced Guest Service Representative. This position needs to be passionate about the job and willing to work hard and understand the concept of “all hands-on deck” type of atmosphere. The ideal candidate must be a team player that is willing to go above and beyond.

Requirements:

1. Greet guests and offer to assist with their needs
2. Register and assign guests to hotel rooms
3. Establish method of payment and verify credit
4. Make and confirm reservations
5. Compute bills, collect payments, and make change for guests
6. Transmit and receive messages, using telephones or PMS system
7. Respond to guest requests in a timely manner
8. Receive and resolve guest complaints, elevating to supervisor if necessary
9. Be aware of guest satisfaction scores and work toward increasing overall guest satisfaction
10. Practice safe work habits, wear protective safety equipment and follow Choice standards
11. Must be able to stand for 8 hour shifts
12. Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods
13. Ensure overall guest satisfaction
14. Perform other duties as requested by management

Experience:

1. Hotel/Hospitality Experience Preferred
2. High School diploma or equivalent required
3. Previous customer service experience required
4. Knowledge of PMS systems preferred
5. 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, kneeling, or crouching.

Benefits:

Paid Health Insurance and Paid Time Off after Probationary Period