Guest Services Agent

Pelham Hotel Guest Service Agent

With a lobby inspired by a Victorian theater and rooms reflecting the charm of a classic New Orleans manor house, this downtown property blends historic elegance with modern comforts. Eye-catching art, marble finishes, and deco-inspired details create a distinctive environment, while guest rooms offer a mix of manor house character and contemporary amenities. Ideal for hospitality professionals, the hotel provides an engaging setting where creativity, personalized service, and memorable guest experiences are at the heart of operations.

The newly renovated Pelham Hotel is seeking, authentic, service-minded individuals to join our 'troupe'! The Pelham is an eclectic boutique property in the heart of New Orleans' Central Business District featuring 65 rooms, an inviting lobby and a specially curated concessions menu – all designed with a nod to the city's historical connection to theater and performance.

Guest Service Agents have an invaluable impact on the guest experience. GSA's welcome our guests into our home at check-in, provide genuine hospitality throughout the stay, and fondly wish our new friends a safe farewell until we see them again. GSA's wear many hats, from front desk agent to bellman to concierge – all while embracing the spirit of authentic New Orleans hospitality.

Our culture:

• Personal and professional growth is important to us. HRI Properties offers an educational reimbursement arrangement towards certain continuing educational courses. Ask us for details.
• Members of The Pelham Hotel team receive a discounted monthly parking rate in a downtown parking garage.
• Team members are provided with appropriate tools and training, enabling them to approach challenges or conflicts with confidence.
• We believe in giving back to the New Orleans community when we can, and team members are encouraged to volunteer for local non-profits through work-organized volunteer activities.
• If one fails, we all fail. We work together as a team to ensure the property succeeds. For us, teamwork is not just a buzzword – it's what we practice every day.

Job duties:

• Maintain complete knowledge of front desk and room operations at all times; this includes but is not limited to daily house status, oversell concerns, upsell or upgrade opportunities, VIP arrivals and departures, normal housekeeping operations and any hitches or other guest concerns.
• Warmly and efficiently perform check-ins and check-outs for guests.
• Act as a concierge, able to direct guests to attractions, dining or events.
• Strictly adhere to The Pelham Hotel's safety and security rules at all times.
• Ensure thorough understanding of all systems used on site and be generally comfortable using a computer and other technology or devices.
• Make reservations using the property management system and be able to confidently describe rooms, amenities and promotions.
• Keep workstation, lobby and pantry area clean and tidy throughout shift.
• Clearly and professionally communicate in English with guest and coworkers, both verbally and in writing.
• Fully understand how to post charges, accept payments and answer any billing questions that may arise from guests.
• Promptly respond to all guest inquiries and requests in a friendly way.
• Sell and restock items from the pantry, being able to confidently speak to what inventory is available to guests.
• Arrange for VIP amenities and be able to assist VIP's with requests or questions.
• This list of job duties is not all inclusive, and GSA's may be asked to assist with other tasks or responsibilities.

Minimum requirements:

• High school graduate or equivalent
• Experience in a service environment
• Self-motivated, able to complete tasks and duties without constant supervision.
• Possess a desire to provide service to others and offer an exceptional, personalized experience for our guests.
• Able to give and receive information clearly and professionally.
• Maintain a sharp eye for detail while still able to multi-task.
• Enjoy working as part of a team while embracing personal responsibility.
• Flexible schedule. Guest Service Agents may be asked to work morning, evening or at times an overnight.
• Able to stand in place for long periods of time. GSA's spend the majority of the shift standing in place.
• Must be able to communicate verbally in English in a professional, courteous manner.
• Possess a general understanding of technology and be able to use a computer and handheld device.

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.