Guest Service Agent

About the role

A Hampton Inn in Manhattan, near Madison Square Garden and Herald Square, is hiring a Guest Service Agent. The agent greets, registers and services guests in a friendly and courteous way, following hotel and brand standards. The hotel has 136 rooms, was fully renovated in May 2017, offers free hot breakfast and has multilingual staff.

Key responsibilities

• Greet guests immediately and offer to help with their needs
• Register and assign guests to rooms, set up payment methods and verify credit
• Make and confirm reservations, compute bills, collect payments and make change
• Transmit and receive messages by telephone or the PMS system, and respond to guest requests promptly
• Receive and resolve guest complaints, escalating to the supervisor when necessary
• Secure guests' valuables in the hotel safe or safe-deposit box
• Perform bookkeeping tasks such as balancing accounts and conducting audits
• Monitor guest satisfaction scores and work to improve them
• Follow safe work practices, wear protective equipment and follow MSDS and OSHA standards
• Assist in the breakfast area or help guests with luggage during peak periods, and perform other duties requested by management

Required profile

• High school diploma or equivalent preferred
• Previous customer service experience or equivalent training required
• Ability to stand for long periods, walk, lift up to 25 pounds, bend and reach; the schedule varies and may include holidays, weekends and alternate shifts

Required skills

• Knowledge of PMS systems preferred

What we offer

• Pay of $19.00 per hour for full-time opportunities
• Medical, dental and vision health insurance, paid time off and 401k with company match
• Daily pay, free basic life insurance and 24/7 access to TELUS Health
• Travel discounts, commuter transit and parking benefits, employee assistance program and referral bonus