Guest Service Agent

Homewood Suites • Rockville, MD

96d

About The Position

As a Guest Service Agent, you will greet, register, and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. This role is essential in ensuring guest satisfaction and maintaining the hotel's reputation for excellent service. You will be responsible for various tasks including registering guests, managing payments, and addressing guest requests and complaints. Your growth path may lead you to positions such as Front Desk Supervisor, Sales Coordinator, Front Office Manager, or Sales Manager.

Requirements

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

Responsibilities

• 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.
• 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.

Benefits

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

What This Job Offers

• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED