Guest Service Agent

Hersha Hospitality Management LP•Bethesda, MD

About The Position

The Guest Service Agent greets, registers, and serves guests in a friendly and courteous manner, following hotel, brand, and sustainability standards. The role focuses on providing timely assistance and resolving guest needs while supporting guest satisfaction and hotel operations. The agent handles guest registration, room assignments, reservations, payments, messages, and complaints; performs bookkeeping tasks such as balancing accounts and conducting audits; and helps secure guests’ valuables when needed. During peak periods or when staffing assistance is required, the agent may assist in the breakfast area or with guest luggage. The work schedule varies and may include holidays, weekends, and alternate shifts. The stated growth path is Front Desk Supervisor or Sales Coordinator, followed by Front Office Manager or Sales Manager.

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

Immediately greet guests and offer assistance with their needs.
Register guests and assign 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 them to a supervisor if necessary.
Secure guests’ valuables in the 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 increase 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.