Guest Service Agent

Hersha Hospitality Management LP•Cambridge, MA

About The Position

The Guest Service Agent greets, registers, and services guests in a friendly and courteous manner in accordance with hotel, brand, and sustainability standards. The role supports guest satisfaction by handling front-desk transactions and requests, resolving complaints, and assisting in other hotel areas when needed.

Requirements

Previous customer service experience or equivalent training is required.
High school diploma or equivalent preferred.

Nice To Haves

Knowledge of PMS systems preferred.

Responsibilities

Greet guests promptly and offer assistance with their needs.
Register guests and assign hotel rooms.
Establish payment methods and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and make change.
Transmit and receive messages using telephones or the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, escalating them to a supervisor when necessary.
Secure guests’ valuables in a hotel safe or safe-deposit boxes when in-room safes are unavailable.
Perform bookkeeping activities, including balancing accounts and conducting audits.
Monitor guest satisfaction scores and work to improve 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 help guests with luggage when staffing assistance is required or during peak periods.
Ensure overall guest satisfaction.
Perform other duties as requested by management.