Guest Service Agent

Hersha Hospitality Management LP•Bethesda, MD

1d•Onsite

About The Position

The Guest Service Agent is responsible for greeting, registering, and servicing guests in a friendly and courteous manner, adhering to hotel/brand and sustainability standards. The role focuses on immediate guest assistance, registration, assigning rooms, establishing payment methods, verifying credit, making and confirming reservations, computing bills, collecting payments, and handling change. This position also involves transmitting and receiving messages, responding to guest requests, resolving complaints (or elevating them), securing valuables, and performing bookkeeping activities like balancing accounts and conducting audits. The agent is expected to be aware of guest satisfaction scores and work towards improving them. Additionally, the role requires practicing safe work habits, wearing protective safety equipment, and following MSDS and OSHA standards. Assistance in the breakfast area or with luggage may be required during staffing needs or peak periods, with an overarching goal of ensuring overall guest satisfaction and performing other duties as requested by management.

Requirements

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

Nice To Haves

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.