Guest Service Representative

Harvard Square Hotel • Cambridge, MA

1d • Onsite

About The Position

At Olympia Hospitality, we are a community dedicated to making a difference every day, fostering a fun, supportive environment where growth is continuous and success is celebrated. Our values include continuous improvement, accountability, concern for others, and trust, promoting a culture of collaboration and integrity. The Guest Service Representative maximizes revenue and creates value by providing excellent customer service, which includes effective reservation sales, efficient and accurate handling of all guest accounts, and assisting in all phases of the guest experience, such as check-in, check-out, and problem resolution. We are a family-first organization committed to employee well-being, health, wellness, and future satisfaction, guided by our core values in all interactions with team members, guests, and the community.

Requirements

• Provide high-level customer service
• Communicate effectively with guests and team members
• Follow instructions
• Ability to learn quickly
• Pay attention to detail
• Maintain composure when working under pressure
• Demonstrates very good phone skills

Nice To Haves

• Prior customer service experience
• High school diploma and/or equivalent work experience

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process.
• Provide information about the hotel's amenities, services, and local attractions.
• Respond promptly to guest inquiries via phone, email, or in person.
• Handle reservations, cancellations, and modifications accurately and efficiently.
• Process payments and maintain accurate records of guest transactions.
• Address guest concerns and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to fulfill guest requests and preferences.
• Maintain a clean and organized front desk area.
• Assist with luggage handling and transportation arrangements as needed.
• Uphold company policies and procedures to ensure the safety and security of guests and their belongings.
• Collaborate with the housekeeping team to ensure rooms are ready for guest occupancy.
• Provide exceptional customer service to enhance the overall guest experience.
• Keep abreast of developments in the hospitality industry and participate in training programs as required.

Benefits

• Contribute up to 80% toward individual health plans
• Affordable dental and vision insurance
• FSA and HSA options
• 401K plan
• Discretionary yearly match (401K)
• Paid group term life insurance for select positions
• 50% shared cost short-term disability
• Option to purchase additional employee paid life insurance
• Robust PTO plan
• 7 paid holidays
• Earned wage access program
• Employee Assistance Program (EAP)
• Sober support network
• Recovery-friendly workplace
• Exclusive hotel travel discounts
• Additional benefits may be available based on property specific locations!

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees