Guest Service Agent

Job Description

Job Description

About the Watershed:

Nestled along the scenic Norwalk River, The Watershed is a boutique hotel that blends New England charm with modern elegance to create a truly distinctive guest experience. Following a complete transformation and rebranding in 2024, The Watershed was thoughtfully reimagined from the former Hotel Zero Degrees into a refined riverfront destination, offering beautifully redesigned guestrooms, inviting public spaces, contemporary event venues, and a signature rooftop terrace.

At The Watershed, we believe hospitality is personal. Every guest interaction is an opportunity to create a memorable experience through genuine connections, thoughtful service, and attention to every detail. Our team is passionate about delivering approachable luxury in a warm, welcoming environment that reflects the beauty and character of Norwalk’s vibrant waterfront community.

• 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.
• Collaborates 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 guest’s special requests whenever possible.
• Verify the guest's method of payment and follows 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:
  1. Unbalanced Folios - Daily
  2. Exceeded Credit Limit - Daily
  3. Siena Restaurant Room Charge Log – Daily
  4. Guest Complaint Log – When needed.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.

Role Responsibilites:

• 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 required

RMS is an Affirmative Action/Equal Opportunity Employer