Guest Services Representative

Seaport Hotel•Boston, MA

About The Position

The Guest Services Representative (GSR) helps create exceptional guest experiences and serves as a primary point of contact throughout a guest’s stay. As a first and last impression of the hotel, the GSR represents Seaport Hotel with professionalism, warmth, and attention to detail. The role empowers the representative to make decisions that enhance the guest experience, anticipate guest needs, exceed expectations, and adapt to changing situations. It involves extensive guest interaction and detail-oriented work, and reports directly to the Guest Services Management Team. The position includes morning and afternoon/evening shifts, regular weekend attendance, and holiday scheduling as business requires. Flexibility is necessary to meet hospitality business needs, and participation in “all hands” events may be required. The hotel operates 24/7, including holidays, while striving to support work-life balance. The GSR performs front desk and guest service functions, handles reservations and financial transactions, supports multiple Guest Services areas, communicates operational information across shifts, and collaborates with other hotel departments. The role also includes maintaining a clean work environment, assisting with training and onboarding when requested, and completing additional duties or projects assigned by Guest Services Managers or the Director of Guest Services.

Requirements

At least one year of hospitality, guest service, or related experience.
Excellent verbal and written communication skills.
Exceptional customer service and interpersonal skills.
Strong computer proficiency.
Ability to multitask effectively in a fast-paced, high-volume environment.
Strong problem-solving, decision-making, and guest-resolution skills.
Ability to remain professional and composed while managing changing priorities.
Ability to read, understand, and compose instructions, memos, and routine business correspondence.
Ability to stand for extended periods while working at the front desk and assisting guests.
Ability to occasionally lift and carry items weighing up to 25–35 pounds.
Finger, hand, and upper-body dexterity to operate computers, phones, key systems, printers, and other office equipment.
Ability to walk, bend, reach, and assist guests throughout the lobby and front office areas as needed.
Availability for morning and afternoon/evening shifts, regular weekends, and holidays as scheduled; flexibility to meet business needs and possible participation in “all hands” events.

Nice To Haves

High School Diploma, General Education Degree (GED), or international equivalent preferred.
Bachelor’s degree preferred.
Fluency in English strongly preferred.

Responsibilities

Deliver exceptional guest service and welcome guests warmly while completing check-in and check-out procedures.
Maintain a visible, professional presence at the reception desk as a primary point of guest contact.
Register guests promptly and enter information accurately into hotel systems.
Manage multiple tasks while maintaining accuracy and efficiency.
Answer internal and external phone calls using proper etiquette and procedures.
Respond professionally and accurately to guest emails using appropriate grammar.
Process room reservations and reservation inquiries, including VIP reservations and special guest requests.
Coordinate luggage storage and retrieval as needed.
Provide directions and recommendations about hotel amenities, local attractions, and city points of interest.
Handle cash transactions and maintain an accurate cash bank.
Process deposits, credit card transactions, foreign currency exchanges, and parking transactions.
Support the Communication Center, Reception, Concierge, Bell Services, Door Services, and Gift Shop.
Facilitate Rapid Response calls and enter requests into the HotSOS system.
Monitor the security of hotel lobby and entrance areas and communicate concerns to the Guest Services Manager on Duty and Security team members as needed.
Communicate relevant operational and guest information during shift handoffs.
Maintain a clean and organized work environment, including public spaces and back-of-house areas.
Collaborate with Housekeeping, Engineering, Reservations, and Food & Beverage departments.
Assist with training and onboarding new team members as requested.
Complete additional duties and special projects assigned by Guest Services Managers or the Director of Guest Services.
Practice, promote, and uphold Seaport Hotel’s Mission, Vision, and Values in daily operations.