Position Summary

Our team is looking to add an upbeat Guest Service Agent to manage all aspects of front desk operations and be a key person of reference for our guests and vendors. To be successful in this role, you will need to extend professionalism and courtesy, have outstanding communication skills, and can work in a fast-paced environment.

Essential Functions

• Perform guest check-in services in a courteous and efficient manner as set forth by Canopy Boston Downtown Standards: to include greeting guest with a smile, confirming reservation and rate, assigning room and key card, obtaining method of payment, communicating hotel services and amenities, and finally wishing guest a pleasant stay.
• Perform check-out services in a courteous and efficient manner: to include inquiring about their stay, making any necessary adjustments, collecting payment, or verifying direct billing, collecting the room key, obtaining bell service for luggage assistance, and finally wishing guests a warm “farewell.” Maintaining, teaching, coaching of mystery shop standards.
• Complete shift check list to include all reports mentioned therein. Maintain continuity /communication between shifts. Ensure distribution of messages, mail, and faxes to guests. Complete reservations for guests that include, but are not limited to airline reservations, theatre, sports, overnight shipping etc. while always promoting our hotel first.
• Recognize guests with a friendly greeting. Anticipate guests’ complaints, develop the most effective solution, and handle guests’ concerns immediately and confidently. Follow the 15-5 Rule, and use of guest’s name.
• Use HOTSOS to expedite guest requests.
• Follow proper cash handling procedures as outlined in the Canopy Boston Downtown Standards. Responsible for all moneys issued by accounting.
• Up sell hotel services to maximize revenue whenever possible.
• Ensure all displays are in proper place and fully stocked. Ensure there are enough informational brochures on hand in the main lobby. Check cleanliness and supply level of business center and assist guest with their needs and requests.
• Process all payments according to established hotel requirements.
• Provide information and assistance to all guests and vendors.
• Prepares all necessary reports during each shift for the management team.
• Ensure confidentiality, security, and safety of hotel guests regarding Front Desk communications always.
• Answer in-coming (from outside the hotel) calls using the provided script in a friendly and professional manner. Respond by relaying guest calls to the requested extension by using appropriate security procedures, or by providing requested information. All in-coming calls to be answered and faxes delivered within the set time limit as per the Hilton standards.
• Answer in-house calls by using the provided script in a friendly and professional manner. Record guest special requests on daily log. Relay requests to the appropriate department and complete a follow up call according to the guidelines set in the Canopy Boston Downtown standards.
• Transcribe complete messages and repeat information to verify accuracy or offer to transfer the guest to the appropriate voice mail. Input and retrieve messages as requested. Read and verbally recite exact message for the guest.
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Act as dispatcher for security, guest services, and property operations team members. Provide timely information via HOTSOS to team members in response to emergencies and guest requests such as housekeeping and maintenance problems.
• Record wake-up call requests and enter into the telephone system. Ensure no calls are missed.

Specific Job Knowledge, Skill, and Ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.

• Possess the ability to dress in a professional manner.
• Maintains pleasant and professional communication skills weather interacting with hotel clientele and team members.
• Ability to learn and understand a complex telephone system.
• Ability to learn and understand basic computer skills & possess considerable Internet knowledge.
• Ability to react quickly/decisively to emergencies and requests.
• Ability to concentrate in high-volume high-pressure area.
• Ability to stand, walk and sit for extended periods of time.
• Ability to perform duties in a closed and confined space and at times may be hot and noisy.
• Ability to perform tasks requiring bending, stooping, kneeling and can lift 50 lbs.
• Ability to communicate in English telephonically, over a handheld radio, and face-to-face clearly.
• Possess considerable mathematical skills (addition, subtraction, multiplication, division) to maintain guest charges, handle adjustments, etc.
• Possess considerable ability to listen effectively.
• Knowledge of local tourist and trade attractions. Ability to make reservations: restaurant, airline, train, room, rental car, etc.
• Visual ability to read manufacturer’s instructions, correspondence, etc.
• Ability to read, write, and comprehend English.
• Detail oriented work habits and ability to accomplish goals in a timely manner.
• Ability to become OnQ certified.
• Ability to become First Aid and CPR certified.
• Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact, and diplomacy to defuse anger, collect accurate information, and solve guest concerns.
• Ability to work under time constraints and deadlines, must be productive in quantity and quality of work.
• Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.
• Possess knowledge of the Boston area to give directions, etc. to guests.

Protect employer’s privacy and data: keep passwords safe.

Qualifications

Education:

• Education or experience to meet the required job knowledge, skills, and abilities. High School graduate or equivalent preferred.

Experience:

• 6 months customer service required.
• Cash handling, or hotel Front Desk experience preferred.
• Hilton experience preferred. PBX Experience preferred.

Licenses or Certificates:

• First Aid and CPR certified.

Grooming:

• All Team Members must maintain a neat, clean, and well-groomed appearance according to the Olshan Properties Team Member Handbook.

Other:

• Additional language ability 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 and collect accurate information and resolve conflicts.
• This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

May perform other duties as assigned.

Our DNA is EPIC

Enthusiastic Positive Intuitive Caring

Olshan Properties is proud to provide equal opportunity to all employees and applicants for employment without regard to age, race, religion, sex, sexual preference, national origin, disability, veteran status, or genetics. We maintain a drug-free workplace.