Guest Service Agent

Overview

Opportunity: Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.


Your Growth Path

Front Desk Supervisor or Sales Coordinator - Front Office Manager or Sales Manager

Your Focus

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background and Skill

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

HHM Hotels Benefits and Perks

• Competitive wages for full time and part time opportunities
• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

For hourly associates:
Eligible full-time associates (working 30 or more hours per week) can participate in a comprehensive rewards package, including various insurance, retirement, and time-off benefits. HHM Hotels offers Medical, Dental, and Vision coverage to employees and their qualifying dependents, along with a Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account, Company-Paid Life Insurance, with options for Supplemental Life and Accidental Death & Dismemberment (AD&D) insurance, plus voluntary Short-Term Disability, Long-Term Disability, Accident Insurance, Hospital Indemnity, and Critical Care coverage. Associates aged 21 and over are eligible for our 401(k) retirement plan with a company match of 35% of 5% up to 5%. PTO for nonexempt employees accrual begins on the first day of employment, and the rate varies based on continuous service: starting at 7 days (.0270 per hour or up to 56 hours) annually for associates with less than 6 years of service, increasing to 12 days (.0462 per hour or up to 96 hours) after 6 years, and 15 days (.0577 per hour or up to 120 hours) after 11 years. For paid sick leave, employees receive 5 sick days (40 hours) annually. Full-time employees are eligible for pay for 7 observed holidays. Other perks include an Employee Assistance Program (EAP), Commuter benefits, and HHM Hotel Travel Discounts.

For salary associates:
Eligible full-time associates (working 30 or more hours per week) can participate in a comprehensive rewards package, including various insurance, retirement, and time-off benefits. HHM Hotels offers Medical, Dental, and Vision coverage to employees and their qualifying dependents, along with a Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account, Company-Paid Life Insurance, with options for Supplemental Life and Accidental Death & Dismemberment (AD&D) insurance, plus voluntary Short-Term Disability, Long-Term Disability, Accident Insurance, Hospital Indemnity, and Critical Care coverage. Associates aged 21 and over are eligible for our 401(k) retirement plan with a company match of 35% of 5% up to 5%. PTO for exempt employees accrual begins on the first day of employment, and the rate varies based on continuous service: starting at 10 days days (.0385 per hour or up to 80 hours) annually for associates with less than 2 years of service, increasing to 12 days (.0462 per hour or up to 96 hours) after 2 years, 17 days (.0654 per hour or up to 136 hours) after 6 years, and 20 days days (.0770 per hour or up to 160 hours) annually for associates with more than 10 years of service. For paid sick leave, employees receive 5 sick days (40 hours) annually. Full-time employees are eligible for pay for 7 observed holidays. Other perks include an Employee Assistance Program (EAP), Commuter benefits, and HHM Hotel Travel Discounts.