What are the responsibilities and job description for the Liberty Service Agent position at HEI Hotels & Resorts?
About Us
The Liberty Hotel, a Marriott Luxury Collection Hotel, is rich with history and full of ornate architecture. A full-service property that is committed to turning moments into memories for our guests. We strive to offer competitive wages and benefits in comparison with other hotels in Boston. We foster an incredible service culture with our associates. We truly believe that by taking great care of our associates, in return, associates will take great care of our guests. We empower our associates to achieve their fullest potential, to learn and grow with us in an environment that values internal promotion and other growth opportunities. We are pleased to offer discounted commuter passes, incentive programs, pet insurance, Marriott room discounts for friends and family and many more. We are seeking self-motivated, people-oriented individuals who value guest services. We cherish people who are genuinely passionate about the true definition of hospitality. If this sounds like you, come join our team!
Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.
Overview
As a Liberty Services Agent, you will be the voice of The Liberty Hotel, providing exceptional service and support to both internal and external guests. This role is central to the guest experience, ensuring that every call and mobile chat message is answered promptly, professionally, and with genuine hospitality. You will manage guest communications through GXP (Salesforce), handle alerts and pre-arrival requests, and contribute to daily operations and team coordination. You will also play a key role in resolving guest issues on first contact and collaborating with management to track and close service defects.
Essential Duties And Responsibilities
Salary Range: $29.48 - $29.48 Hourly
Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.
HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Applicants in Massachusetts: 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.
The Liberty Hotel, a Marriott Luxury Collection Hotel, is rich with history and full of ornate architecture. A full-service property that is committed to turning moments into memories for our guests. We strive to offer competitive wages and benefits in comparison with other hotels in Boston. We foster an incredible service culture with our associates. We truly believe that by taking great care of our associates, in return, associates will take great care of our guests. We empower our associates to achieve their fullest potential, to learn and grow with us in an environment that values internal promotion and other growth opportunities. We are pleased to offer discounted commuter passes, incentive programs, pet insurance, Marriott room discounts for friends and family and many more. We are seeking self-motivated, people-oriented individuals who value guest services. We cherish people who are genuinely passionate about the true definition of hospitality. If this sounds like you, come join our team!
Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.
Overview
As a Liberty Services Agent, you will be the voice of The Liberty Hotel, providing exceptional service and support to both internal and external guests. This role is central to the guest experience, ensuring that every call and mobile chat message is answered promptly, professionally, and with genuine hospitality. You will manage guest communications through GXP (Salesforce), handle alerts and pre-arrival requests, and contribute to daily operations and team coordination. You will also play a key role in resolving guest issues on first contact and collaborating with management to track and close service defects.
Essential Duties And Responsibilities
- Answer all incoming calls from internal & external guests, internal departments, and associates with courtesy and efficiency.
- Respond to mobile chat inquiries from guests, providing timely and accurate assistance.
- In-Room Dining order taking via phone.
- Manage GXP (Salesforce) platform for alerts and pre-arrival requests.
- Provide information about hotel services, amenities, and local attractions.
- Ensure first contact resolution by addressing guest concerns effectively and minimizing the need for follow-up.
- Liaise with management to track and close service defects, ensuring timely follow-through and documentation.
- Assist with guest requests including wake-up calls, room service orders, maintenance issues, and concierge referrals.
- Coordinate communication between departments to ensure timely resolution of guest needs.
- Create and distribute the daily hotel newsletter deck for morning standups.
- Assist the Rooms Coordinator in their absence, supporting operational needs and team coordination.
- Create collateral for pre-arrival communications for luxury rate plans, ensuring personalized and brand-aligned messaging.
- Maintain detailed logs of guest interactions and service requests.
- Uphold the hotel’s standards of excellence in every interaction.
- Support the Front Office team with administrative tasks as needed.
- Handle emergency calls and follow established protocols for safety and security.
- Additional administrative tasks may be added by the Director of Operations based on evolving business needs.
- Previous experience in a customer service or hospitality role preferred.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Excellent verbal and written communication skills.
- Ability to multitask in a fast-paced environment.
- Proficiency in phone systems, mobile chat platforms, and Salesforce (GXP).
- Strong organizational skills and attention to detail.
- A warm, professional demeanor and a commitment to guest satisfaction.
- Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Salary Range: $29.48 - $29.48 Hourly
Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.
HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Applicants in Massachusetts: 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.
Salary : $29
