Guest Service Agent

Job Description

Job Description

About the Goodwin Hotel:

Located in downtown Hartford, The Goodwin Hotel is a historic luxury boutique hotel that blends timeless architecture with modern hospitality. Originally built in 1881, The Goodwin is known for its sophisticated atmosphere, personalized service, and memorable guest experiences.

At The Goodwin, team members are empowered to deliver warm, authentic service in an elegant, fast-paced environment where professionalism, teamwork, and attention to detail are valued.

Role Responsibilities:

• Responsible for the prompt, efficient, and courteous check in and check out of guests.
• Ensure efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
• Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
• Responsible for following company policies and procedures, maintaining confidentiality, protecting company assets, and upholding quality standards.
• Ensuring your uniform, personal appearance, and communications are professional.
• Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
• Creates reservations and processes special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Works as a team player in meeting guests' needs.
• Provides gracious and efficient telephone services.
• Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
• Meeting Space Checklist
• Rooftop Checklist (When in season)
• EOS
• Siena Restaurant Log (If the email gets sent within their shift)
• Guest complaint log (If any)
• Prepares for daily arrivals and creates room keys for incoming guests.
• Accepts and provides wake up calls for guests.
• Collaborate effectively with other service departments to effectively manage guest services.
• Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
• Processes customer credit at check-in/out in accordance with hotel policy
• Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
• Determine a guest's reservation status and identify how long the guest will stay.
• Help guests’ complete registration cards, and then assign rooms, accommodating guests’ special requests whenever possible.
• Verify the guest's method of payment and follow established credit-checking procedures.
• Follow all cash handling and credit card authorization policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with BEO/GEO reports and all in-house groups and meetings.
• Make sure the meeting room is set up and broken down accordingly.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Have knowledge of emergency procedures and aid as needed.
• Always use proper two-way radio etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to complete a front desk reports and housekeeping reports such as, but not limited to:
  • Unbalanced Folios - Daily
  • Exceeded Credit Limit - Daily
  • Siena Restaurant Room Charge Log – Daily
  • Guest Complaint Log – When needed.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.

Role Requirements:

• Maintain market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes and requests.
• Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner. 
• Ability to work 7am – 3pm and 3pm – 11pm shifts, weekends are requiredRMS is an Affirmative Action/Equal Opportunity Employer

RMS is an Affirmative Action/Equal Opportunity Employer