Guest Service Agent

City State:

Title: Guest Service Agent

Location: Residence Inn Needham MA

FLSA: Non-Exempt

Status: Full-time

Reports to: Operations Manager

Pay Range: $18.00- $20.00

Job Summary: The Guest Service Agent is responsible for ensuring smooth check-in and check-out procedures maintaining accurate guest records and providing outstanding guest services. This role supports the hotels front office operations and handles various guest inquiries payments and reservations to ensure a high level of guest satisfaction.

Essential Functions and Duties:

• Greet register and assign rooms to guests upon their arrival.

• Verify guest credit and establish payment methods for accommodation.

• Keep accurate records of room availability and guest accounts using property management systems.

• Compute bills collect payments and make change for guests.

• Perform basic bookkeeping tasks such as balancing cash accounts.

• Issue room keys and provide necessary instructions to bell attendants.

• Review accounts and charges with guests during the check-out process.

• Post charges for rooms food beverages and services to ledgers manually or via computer systems.

• Transmit and receive guest messages using telephones or switchboards.

• Coordinate with housekeeping and maintenance staff to address guest-reported issues.

• Make and confirm reservations for guests.

• Answer inquiries about hotel services nearby dining shopping and entertainment options.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience Education and Skills:

• Previous experience in a hotel front desk or guest service role preferred.

• Strong customer service and communication skills to interact effectively with guests and staff.

• Proficiency in using property management systems and basic office software (e.g. Word Excel).

• Ability to handle cash transactions and perform basic bookkeeping tasks.

• Excellent problem-solving abilities to resolve guest issues efficiently.

• Strong organizational skills with attention to detail in managing guest reservations and records.

• Ability to work independently and follow established hotel policies and procedures.

Work Environment:

• Primarily indoor work within the hotels front desk and lobby areas.

• Requires standing and walking for long periods throughout the shift.

• Must be able to lift and carry up to 10 lbs. occasionally (e.g. ledgers small office supplies).

• Flexible schedule required including availability for evening weekend and holiday shifts.

• Frequent use of a computer and telephone interacting with guests and team members.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the team member for this job. Duties responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race color religion sex pregnancy national origin ancestry age marital status sexual orientation veteran status physical or mental disability or medical condition. All aspects of employment including recruitment hiring advancement compensation benefits training promotion transfer discipline layoff recall and termination will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the positions requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

Stonebridge offers comprehensive benefits including medical dental vision PTO 401(k) matching wellness support life and disability coverage savings accounts tuition aid and travel and lodging perks.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Required Experience:

Unclear Seniority