Guest Service Agent

Hersha Hospitality Management LP•Austin, TX

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. Key responsibilities include immediately greeting guests and assisting with their needs, registering and assigning guests to hotel rooms, establishing methods of payment, verifying credit, and managing reservations. The role also involves computing bills, collecting payments, making change, transmitting and receiving messages via telephone or PMS system, and responding to guest requests promptly. The agent will resolve guest complaints, escalating to a supervisor when necessary, and secure guests' valuables. Additionally, the position requires performing bookkeeping activities, monitoring guest satisfaction scores, practicing safe work habits, and following MSDS and OSHA standards. The agent may also assist in the breakfast area or with luggage during peak periods or when staffing assistance is required, ensuring overall guest satisfaction and performing other duties as requested by management.

Requirements

Previous customer service experience or equivalent training required.

Nice To Haves

High School diploma or equivalent preferred.
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.