Guest Service Agent

Hilton Garden Inn Marlborough

Job Summary
Join our dynamic hospitality team as a Guest Service Agent, where your enthusiasm and dedication will create memorable experiences for our guests. In this vital role, you will serve as the welcoming face of our hotel, providing exceptional customer service, managing guest inquiries, and ensuring smooth check-in and check-out processes. Your positive attitude and attention to detail will help foster a warm, inviting environment that keeps guests coming back. This paid position offers an exciting opportunity to develop your hospitality management skills while delivering top-tier guest relations.

Responsibilities

• Greet guests warmly upon arrival, providing a friendly and professional first impression.
• Manage guest check-in and check-out procedures efficiently using hotel management software.
• Handle guest inquiries, requests, and complaints with patience and problem-solving skills to ensure satisfaction.
• Operate multi-line phone systems with excellent phone etiquette, directing calls accurately and courteously.
• Assist with reservations, room assignments, and billing processes to streamline guest experiences.
• Maintain accurate records of guest interactions, reservations, and special requests for quality assurance.
• Support night audit activities by reconciling accounts and preparing reports to ensure financial accuracy overnight.
• Collaborate with housekeeping and maintenance teams to address guest needs promptly and effectively.
• Promote hotel amenities and local attractions to enhance guest stay experiences.

Requirements

• Proven experience in hotel management or front desk operations within the hospitality industry.
• Strong customer service skills with a passion for creating positive guest experiences.
• Multilingual or bilingual abilities are highly desirable to serve diverse clientele effectively.
• Knowledge of hotel management systems and multi-line phone systems is preferred.
• Experience with night audit procedures or resort operations is a plus.
• Excellent communication skills, including phone etiquette and professional demeanor.
• Ability to handle high-pressure situations with tact and professionalism.
• Previous hotel experience involving guest services, hospitality management, or resort operations is advantageous. Join us in delivering exceptional hospitality that leaves lasting impressions! We’re committed to fostering a vibrant work environment where your enthusiasm makes a difference every day.

Pay: $15.00 - $17.00 per hour

Benefits:

• Employee discount
• Paid time off

Application Question(s):

• Are you able to maintain a flexible & rotating schedule with Fridays, Saturdays & Sundays? What type of schedule are you looking for?
• What does “BrightHearted Guest Service” mean to you in a hotel environment? Tell us about a time you turned around a negative guest/customer experience. What did you do, and what was the outcome?

• This role requires standing for long periods, constant guest interaction, and handling both positive and challenging situations. What interests you specifically about working at the front desk of a hotel versus other types of customer service roles?

Work Location: In person

Salary : $15 - $17