Guest Services Agent

Stonebridge Hospitality Management•Boston, MA

6d•Onsite

About The Position

The Guest Services Agent supports the hotel’s front office operations and helps ensure smooth guest check-in and check-out, accurate guest records, and a high level of guest satisfaction. The role handles guest inquiries, payments, and reservations and coordinates with hotel staff to address guest needs. The position is based primarily indoors at the hotel’s front desk and lobby. It involves frequent computer and telephone use and interaction with guests and team members. The schedule is flexible and requires availability for evening, weekend, and holiday shifts. The role also requires standing and walking for extended periods and occasionally lifting or carrying up to 10 pounds.

Requirements

Strong customer service and communication skills for interacting effectively with guests and staff.
Proficiency with property management systems and basic office software such as Word and Excel.
Ability to handle cash transactions and perform basic bookkeeping tasks.
Excellent problem-solving abilities to resolve guest issues efficiently.
Strong organizational skills and attention to detail when managing guest reservations and records.
Ability to work independently and follow established hotel policies and procedures.
Ability to stand and walk for long periods and occasionally lift and carry up to 10 pounds.
Availability for evening, weekend, and holiday shifts.

Nice To Haves

Previous experience in a hotel front desk or guest service role.

Responsibilities

Greet, register, and assign rooms to arriving guests.
Verify guest credit and establish payment methods for accommodation.
Maintain accurate room availability and guest account records using property management systems.
Compute bills, collect payments, and make change.
Perform basic bookkeeping tasks, including balancing cash accounts.
Issue room keys and provide necessary instructions to bell attendants.
Review accounts and charges with guests during check-out.
Post charges for rooms, food, beverages, and services to ledgers manually or through computer systems.
Transmit and receive guest messages using telephones or switchboards.
Coordinate with housekeeping and maintenance staff to address guest-reported issues.
Make and confirm guest reservations.
Answer questions about hotel services and nearby dining, shopping, and entertainment.