Guest Service Agent

Hersha Hospitality Management LP•Philadelphia, PA

13d•Onsite

About The Position

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. This role offers a growth path towards Front Desk Supervisor or Sales Coordinator, and potentially Front Office Manager or Sales Manager. The focus is on providing excellent guest service from initial greeting to check-out, handling reservations, payments, guest requests, and resolving complaints. The position also involves administrative tasks like balancing accounts and maintaining guest satisfaction scores, while adhering to safety standards. Additional duties may include assisting with breakfast service or luggage during peak times.

Requirements

Previous customer service experience or equivalent training required.
Knowledge of PMS systems preferred.

Nice To Haves

High School diploma or equivalent 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.