Guest Service Agent

Guest Service Agent

Hampton/Home2 by Hilton Times Square is looking for a motivated and customer focused Guest Service Agent to join the team. 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 hotel's 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.
• Check registration (folio) cards for completeness, accuracy, and legibility
• Check-in and check-out courteously and efficiently; process all payments according to established hotel requirements.
• Verify guest credit and establish payment methods for accommodation.
• Keep accurate records of room availability and guest accounts using property management systems.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies
• Compute bills, collect payments, and make change for guests.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift
• Issue room keys and provide necessary instructions to bell attendants.
• Review accounts and charges with guests during the check-out process.
• 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.
• Cross train in PBX, Reservations to fill in the role when needed.
• Follow all company policies and procedures, report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional.
• Must wear proper uniform at all times in accordance with the Standards of Appearance.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintain confidentiality of proprietary information; protect company assets.
• Provide exceptional customer service and greet guests promptly and professionally with a positive approach.
• Perform other reasonable job duties as requested by Supervisors.

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.
• Positive attitude and professional demeanor
• 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 hotel's front desk and lobby areas.
• Requires standing and walking for long periods throughout the shift.
• Must be able to lift and carry up to 20 lbs. occasionally (e.g., ledgers, small office supplies, deliveries etc).
• 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 position's 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:

2026-08-10

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.